Comm100

AUGUST 5, 2020

And customers who are fed up with waiting can take this frustration out on your agents, wearing away at your agents’ morale, causing higher turnover rates, and increasing strain on your team. In a 2019 study conducted by Vonage, only 15% of respondents felt that IVR was conducive to positive CX. Top 7 Customer Service Complaints.

Wait times 52

Wait times Interactive Voice Response Customer Service Chatbots 52

Babelforce

JANUARY 26, 2021

Maintaining the morale of your customers keeps them loyal for a long time. Create a CRM strategy Incorporate NLU into your IVR for automation and high productivity Train your agents to attain low Average Handling Times. Natural Language Understanding enables your IVR system to ‘comprehend’ customer concerns.

Contact Center 52

Contact Center Average Handle Time CRM Interactive Voice Response 52

SharpenCX

JUNE 23, 2021

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. Call center KPIs give insight into your agents’ interactions with customers. Are your customers abandoning mid-IVR sequence? Call Quality.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Fonolo

SEPTEMBER 26, 2017

Long wait times also lead to frustrated customers who then take out their anger on the agents, raising average handle time and lowering agent morale. If you want a quantitative example of this, download our free eBook The ROI of Call-Backs for Your Call Center. This is where call-backs can help. It’s really a win-win situation.

Call Center 64

Call Center Abandon rate Abandon Call Morale 64

Comm100

JANUARY 11, 2018

This first-hand information is the best tool possible for learning not only where you need to improve, but also where you are doing well — and that positive feedback is fantastic when shared with agents to help boost their morale. A better way of taking advantage of customer feedback while they’re on the phone is by using IVR survey software.

Call Center 41

Call Center Surveys Feedback Morale 41

Comm100

OCTOBER 30, 2017

Customers use many platforms to interact in their personal life, so they want to also be able to utilize them in their business lives! The focus here needs to be not only in offering an 800# with an integrated and useful IVR (make sure that you are NOT putting your customers into IVR Hell!), How can I fix it?

Best practices 45

Best practices Contact Center Management outsourcing 45