ConvergeOne

FEBRUARY 22, 2022

In my last blog post , I advocated for beginning your customer experience modernization journey by consulting with IT. My next piece of advice centers around what the end goal of your modernization efforts should be: allowing your customers more access to self-service—and I mean good self-service. The added bonus?

Self service 97

Self service Customer Experience Interactive Voice Response Engineering 97

CCNG

SEPTEMBER 13, 2023

Using external consultants to conduct a 2 1 2 day “discovery” workshop then entering the Digital Enablement phase to deliver targeted digital capabilities that were identified during the Digital Discovery process. Recently Alcon CS created a competition for their associates to record a voice recording for the USCS Idol IVR menu.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

NobelBiz

APRIL 3, 2023

As we will see, the main goal of a self-service system is to reduce the time the agents spend on simple, repetitive tasks or transactions such as paying a bill or getting account balance information. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries.

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

Avaya

FEBRUARY 13, 2018

Having a machine (bot) interact with me and understand my intent is leaps and bounds a better experience than what an IVR can offer, but the live agent experience is still paramount. At Avaya we take a consultative approach to helping our customers meet their business objectives. Contact us to learn more.

Contact Center 67

Contact Center Journey mapping Interactive Voice Response Self service 67

NobelBiz

OCTOBER 24, 2023

They can include activities such as visiting a website, reading a product review, or engaging with customer service. IVR (Interactive Voice Response) system for initial call routing. Self-service web portal for issue resolution. Personalized recommendations during IVR interactions.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

NobelBiz

MAY 9, 2023

We’ll share valuable insights from one of our workshops featuring two seasoned contact center experts, David Atkinson, and Bradley Butler. – Brad Butler, Contact Center Software Consultant @ NobelBiz Another significant advantage of using dialers is that they can be designed to provide a streamlined experience for agents.

Best practices 98

Best practices Call Center Gamification Contact center software 98

NobelBiz

AUGUST 28, 2023

Tech problems in contact centers are like unruly guests at a symphony – they disrupt the harmony of customer interactions, but with the right orchestration, they can be transformed into notes of seamless resolution. Check out our free, on-demand Contact Center Gamification Workshop. Tired of agent turnover and engagement woes?

Contact Center 98

Contact Center Multichannel Analytics Feedback 98