Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Toister Performance Solutions

MAY 13, 2021

Two contact center leaders recently contacted me about the same issue. Their contact center was getting overwhelmed with volume. Overwhelmed contact center agents were at risk of quitting. I've been there as a contact center manager. What it actually does is generate more contact volume.

Contact Center 71

Contact Center Wait times outsourcing Self service 71

Fonolo

JANUARY 29, 2019

With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience. That’s a whopping 25.2%

Call Center 85

Call Center Airlines Contact Center Self service 85

Talkdesk

OCTOBER 12, 2020

During this pandemic, clients are struggling to reach their banks when they need them the most, driving an almost 75% increase in call center volume. Financial institutions’ contact centers are inundated with heavy call volumes resulting in long hold times and time-to-callback.

Banking 83

Banking Interactive Voice Response Self service CRM 83

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.” Deloitte, 2021) 80.1%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Global Response

JANUARY 9, 2023

However, in business, the items purchased usually run in the four to six figures—or more—meaning the service that accompanies them is expected to be just as valuable. In addition, the goods or services purchased are not for entertainment or pleasure—they’re essential to business operations and growth.

B2B 62

B2B B2C Customer Service Self service 62

JustCall

MARCH 9, 2023

Contact centers are the conversation hubs of a business that faces an immense flurry of activity every single day. So how can your business, in such a situation, ensure that your contact center is functioning optimally? All an average customer wants from calling your contact center is to resolve their query.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40