NobelBiz

MARCH 26, 2024

Customer Experience Automation can encompass a range of technologies such as AI and Machine Learning, Chatbots and IVR Systems, Data Analytics and Insights. Interactive Voice Response (IVR) At the core of intelligent contact center automation lies a well-calibrated IVR system.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Talkdesk

SEPTEMBER 8, 2020

During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center. In addition, a number of Talkdesk’s healthcare customers typically double their contact center workforce to meet the surge in calls.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

NICE inContact

JULY 12, 2016

With the integration of data analytics, a core contact center platform with a robust WFO suite has the potential to develop into a fully automated Workforce-Intelligent Contact Center. First Call Resolution (FCR) is a metric all contact centers are looking to improve.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

Fonolo

MARCH 8, 2022

It requires detailed data collection and analysis of all customer communications, history, and metrics to predict the number of inbound calls for a future given time period (week, month, quarter). Try compiling every IVR message, email, average handle time, and more into a spreadsheet. Forecasting call volume is the base of all WFM.

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Noble Systems

SEPTEMBER 29, 2020

In the contact center, WFM provides the necessary metrics to gain insights into the number of agents and supervisors with the right skill sets that are required to complete the work at any given time of day, week or month. What is Workforce Optimization (WFO)?

Management 86

Management Gamification Quality management Schedule adherence 86

Hodusoft

NOVEMBER 29, 2022

The US-based contact center software provider has three top contact center software—Cloud CX, which is a unified contact center platform on the cloud, Genesys DX, an AI-powered platform for designing self-service, and Multicloud CX for personalized experiences and hybrid environments.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40