Noble Systems

MARCH 19, 2021

Auto-Attendant and IVR. Adding an IVR (interactive voice response) to the mix provides additional options, such as gathering more specific information to help send the call to the right place (ie, differentiating between a new order, customer service on a previous order, or a billing question).

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Nicereply

JANUARY 18, 2023

Why you should use help desk software Help desk software typically comes with a set of helpful features (like ticket automation, SLA management, analytics and reporting, self-service capabilities, etc.) that make things easier for both – support agents and customers. Early-stage startups can get Zendesk free for 6 months.

Self service 52

Self service Analytics Enterprise APIs 52

Noble Systems

FEBRUARY 10, 2021

To help agents level-up their skills, many contact centers are turning to gamification for everything from new hire on-boarding and coaching to perpetual training and development. Self-serve is the new “preferred” service. Ebook: Changing Customer Behavior and the Impact on Contact Centers. AI delivers on its promise.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Playvox

JUNE 22, 2023

Offer omnichannel support options such as an AI-powered chatbot and other self-service options and menu options to reduce the need for some live agent calls. Incorporate gamification and other engagement tactics to boost retention of content. It provides useful insight into agent performance and overall call volumes handled.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52