Enghouse Interactive

JUNE 17, 2020

IVR / Mobile IVR / Chatbots / CRM integrations. Contact Centers need the ability to provide customers with what they are looking for as quickly and precisely as possible. Properly configured, IVRs have been shown to reduce call abandon rates by upwards of 50%. It’s the best way to create a positive first impression.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

JustCall

MARCH 9, 2023

Using call center software, you can drive efficiency into call center functions like call routing, queueing, IVR, and much more. Cons: While Aircall is one of the best options for enterprise cloud contact center software out there, it doesn’t allow you to customize it to the extent you would prefer.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Enghouse Interactive

JULY 7, 2020

With easy access, they can be geographically deployed, facilitating the delivery of “follow the sun” customer support. As previously noted, people have become very adept at dealing with online support as their first point of contact…and most prefer it. Protect Your Experts with Call Recording and Quality Management.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

SEPTEMBER 1, 2020

Proper categorization, indexation and cross-referencing of all documentation can help deflect over 60% of customer support inquiries. However, it requires an ongoing commitment to investing the resources required to keep it up to date informationally, and operationally optimized to maintain the highest possible service levels. .

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

OCTOBER 21, 2020

That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.) especially if it will increase service levels, reduce time wasted, and guarantees a positive outcome.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

JULY 19, 2019

Resource Allocations: IT teams can be more effectively deployed to areas that contribute to building the business, their focus shifted to enhancing the customer experience and improving service levels versus running the contact center infrastructure. 3 – Challenges that arise when moving to Cloud?

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Playvox

JUNE 22, 2023

For customer support leaders, metrics tied to the goal of delivering and improving upon outstanding customer care and experiences should matter the most and be top priorities. The Customer Satisfaction score can also be applied at the company level. Do your metrics provide answers to these questions?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52