Fonolo

MAY 19, 2022

Visual IVR. Interactive Voice Response (IVR) has been a staple of contact center technology for decades and is better known to customers as a phone menu. A well-organized IVR system will help to improve your First Call Resolution rate, decrease queue time, and increase CSat scores as well.

Contact Center 87

Contact Center Technology Interactive Voice Response CRM 87

Fonolo

MAY 19, 2022

Visual IVR. Interactive Voice Response (IVR) has been a staple of contact center technology for decades and is better known to customers as a phone menu. A well-organized IVR system will help to improve your First Call Resolution rate, decrease queue time, and increase CSat scores as well.

Contact Center 67

Contact Center Technology Interactive Voice Response CRM 67

Fonolo

MARCH 7, 2023

Customer self-service, or CSS, refers to any type of electronic or automated support that allows customers to find answers or resolve problems without having to connect with a customer service agent. TIP: Today, 70% of customers expect self-service options. Check the metrics.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

Fonolo

DECEMBER 15, 2022

Call-back technology is a simple, yet powerful solution that offers your callers an alternative to waiting on hold. Not only that, but it helps flatten call spikes, so your agents won’t be overwhelmed with mounting call queues. Visual IVR. What are the most important goals for your call center to hit?

Call Center 138

Call Center Contact center software Abandon rate Self service 138

SharpenCX

JULY 28, 2020

So, how do you take the next steps to make your omnichannel customer service the best it can be? How do you implement omnichannel customer service effectively? Let’s dig into the details of omnichannel customer service and highlight three tips to implement your strategy for best results. This can cause a boomerang effect.

Multichannel 76

Multichannel Best practices Customer Experience Customer Service 76

Fonolo

JULY 5, 2022

A high-quality call means the customer leaves satisfied with a clear, effective solution to their problem. 6 Tips for Boosting Customer Satisfaction in the Call Center. Call Quality Monitoring Approaches. The good news is that you have a few approaches you can take to monitor and analyze call quality.

Best practices 81

Best practices Call Center Metrics Abandon rate 81

aircall

NOVEMBER 4, 2016

Here are some features to improve your customers’ experience and help you provide quality service at no extra effort cost to your staff: Interactive voice response: filters customers before they even talk to an agent. CTI enables call monitoring, call recording, and real-time analytics.

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83

JustCall

MARCH 10, 2023

The Importance of Call Flow in Call Centers Whether it is redirecting calls to the right agent or using the perfect strategy to resolve customer issues, a call flow is a vital enablement asset that finetunes performance. which come in handy for measuring and monitoring call center performance.

Call flow 40

Call flow Contact Center Scripts Interactive Voice Response 40

aircall

NOVEMBER 4, 2016

Here are some features to improve your customers’ experience and help you provide quality service at no extra effort cost to your staff: Interactive voice response: filters customers before they even talk to an agent. CTI enables call monitoring, call recording, and real-time analytics.

Customer Support 54

Customer Support Interactive Voice Response Call Center Automatic Callback 54

Fonolo

MARCH 9, 2023

It’s easy to feel defensive when met with criticism, but remember; a customer complaint is valuable feedback from your customer that helps you identify shortcomings in your product or service. Here are some of the most common customer complaints in contact centers. Customers love self-service but only if it works well.

Contact Center 87

Contact Center Self service Call Center Interactive Voice Response 87

Fonolo

MAY 3, 2023

This guide will walk you through everything you need to know in order to understand, measure, and reduce call abandonment in your contact center. What is an Abandoned Call? The definition of an abandoned call in a call center is a call where the caller hangs up before they speak to a customer support agent.

Abandon rate 75

Abandon rate Contact Center Abandon Call Call Center 75

JustCall

APRIL 13, 2020

We interviewed several customers and customer service teams that have shifted to remote working. We found out that with remote customer support teams, conserving team unity and productivity becomes challenging for Managers. As a customer service manager, happy customers at all times is your priority.

Customer Service 98

Customer Service Interactive Voice Response Analytics First call resolution 98

JustCall

APRIL 3, 2023

How to Pick the Right Inbound Call Center Solution? Choosing the right inbound call center solution can be a challenging task, as there are many factors to consider. Here are some tips to help you pick the right inbound call center solution for your business: 1. What services can an inbound call center provide?

Call Center 40

Call Center call center solutions Average Handle Time Technical Support 40

Callminer

FEBRUARY 21, 2018

So, this is a great question to ask when comparing call center monitoring software. Peter Abah is the Head of Customer Support at Hotels.ng. as the head of customer support and resides Lagos, Nigeria. The number one mistake call centers make when comparing and purchasing call center monitoring software is…”.

call center software 210

call center software Call Center Contact Center Analytics 210

Hodusoft

DECEMBER 28, 2022

Such metrics help businesses identify agents’ strengths and weaknesses and work on specific areas for maintaining a better customer experience. Let’s unwrap some useful call center metrics that provide deep insights about consumer interaction and can be leveraged by businesses to improve CX.

Best practices 52

Best practices Call Center Metrics call center software 52

aircall

MARCH 15, 2021

Just like a friendly discussion, a smooth customer phone experience should also feel good on both ends. . Phone calls are an essential part of your customer support operation. They may be the first point of contact a customer has with your company. These first impressions count for a lot. .

call center software 62

call center software Call Center Contact center software Feedback 62

Fonolo

NOVEMBER 17, 2020

Technology: Hold times have always created a concern for customers using the voice channel and must be eliminated at all costs. Cloud call-back solutions like Fonolo have been around for several years, but many call centers are still unsure if it’s the right fit for their business. Let’s hear what the panel has to say.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

aircall

MAY 14, 2021

During busy times when sales or support agents are having lengthy conversations, a predictive dialer will slow down making outbound calls until there are more agents available to accept calls. All VoIP phone systems offer a variety of voice calling features. Consider the size of your customer base.

voip 62

voip Telemarketing Scripts Abandon Call 62

Enghouse Interactive

JULY 27, 2020

The net benefit will be an increased ability to deliver better First Call Resolution (FCR) percentages through instantaneous access to the right experts and resources, now all accessible ‘at their finger-tips’ Drive Customer Engagement and Satisfaction Through Better Collaboration.

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

aircall

JANUARY 11, 2017

Speedy service ranks high amongst these expectations: in a survey by Interactive Intelligence Group, “short response times” ranked higher in importance for customers than “efficiency”, “knowledgeable agents”, and even “professionalism”. Meanwhile, customers also consider first call resolution supremely important.

Self service 81

Self service CRM voip First call resolution 81