OctopusTech

MARCH 1, 2023

Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true. Engaged employees feel an emotional commitment toward their employers and are more vested in helping their employers succeed. Fight the urge. Train your supervisors.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

CSM Magazine

OCTOBER 6, 2021

By implementing changes to Interactive Voice Response (IVR) design, outreach & education and agent training, they expect to reduce defect rate by 40%, resulting in increased customer satisfaction and employee engagement. They discovered there were four top categories of dissatisfaction, including: 1.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

Serenova

MAY 29, 2020

According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. One solution is to leverage your interactive voice response (IVR) system to get callers’ phone numbers and use a virtual hold system to call back.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. One solution is to leverage your interactive voice response (IVR) system to get callers’ phone numbers and use a virtual hold system to call back.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

TechSee

APRIL 26, 2021

These touchpoints through systems, services, and products ultimately foster brand loyalty and strengthens relationships with the brand – all benefits that drive revenue. Creating a visual interaction between an agent and a customer in need of assistance is the fastest path to success.

Contact Center 109

Contact Center Self service Upselling Call Center 109

JustCall

MARCH 9, 2023

Using call center software, you can drive efficiency into call center functions like call routing, queueing, IVR, and much more. Gladly Gladly Gladly is all about driving customer loyalty by offering tools that enhance personalized interactions between your business and customers.

Contact center software 52

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

Transparent BPO

AUGUST 13, 2019

That starts by understanding customer pain points, such as being required to repeat information multiple times and letting IVRs get in the way. Engaged agents, on the other hand, help drive up customer satisfaction and positively impact ROI. That’s why increasing employee engagement is a big deal here at Transparent BPO.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

SharpenCX

MAY 20, 2020

Pad agent schedules with extra time, and keep in close communication with your workforce, so you can keep your service level standards high and be the manager your team needs – no matter the circumstances. . Seek out new channels or add a message to your IVR to let customers know what to expect when they want help.

Management 84

Management Coaching Contact Center Contact center software 84

SharpenCX

JANUARY 21, 2020

Service Level. Service Level, similar to Customer Satisfaction, is a broad, all-encompassing metric. It’s in our rundown of what metrics to measure because it’s super useful for measuring service efficiency of your inbound contact center. Service Level is best used as an efficiency metric.

Metrics 76

Metrics Contact Center Abandon rate Coaching 76

Fonolo

JANUARY 29, 2019

Without further ado, here are some surprising, fundamental, and/or entertaining stats about the call center, a customer service lifesaver that is here to stay: The most frustrating aspect of the customer service experience? Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.”

Call Center 85

Call Center Airlines Contact Center Self service 85

Taylor Reach Group

MAY 7, 2019

You may find that call volumes and activity in the IVR, for example, builds one or more intervals before the queues open or continues at a high level following the closing of the queue. From the simple, “will the employee entrance be unlocked at the start of the new operating hours?”

Contact Center 98

Contact Center Consulting Consulting Upselling 98

Noble Systems

SEPTEMBER 3, 2019

They also allow you to build greater flexibility into the schedule so that you can easily vary start times, break times and end times to satisfy agents while ensuring optimum service levels. The right IVR solution can provide better customer service as well as reduce the reliance on your agents.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Keeping employees motivated is a challenge in every industry. contactcenter #2020trends Click To Tweet.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

SharpenCX

JUNE 23, 2021

Service level. Service level is a fundamental metric. Your service level tells you how accessible your contact center is to your customers.It’s a metric that helps you evaluate customer demand and staff appropriately for their needs, and it’s a great place to start when you look at KPIs.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

When listening to the voice of the customer, remember to include and share the positive feedback. Acting on negative feedback will strengthen customer engagement and sharing and acting on positive feedback will strengthen employee engagement. Share responsibility and construct a common goal.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Balto

SEPTEMBER 18, 2023

When a customer picks up their phone to call your company, they expect a fast and consistent service level. With real-time agent coaching, managers can support agents instantly with quick alerts for coachable moments, resulting in higher employee engagement and customer satisfaction.

Interactive Voice Response 52

Interactive Voice Response Scripts Contact Center Coaching 52

Calltools

DECEMBER 22, 2021

IVR Systems. IVR systems are an essential tool. IVRs that can address simple issues and eliminate the need to speak with an agent altogether are an amazing development. As IVR AIs evolve to become more intelligent and responsive, make sure your IVR is evolving too. Dynamic and Service Level.

Contact Center 52

Contact Center Management Interactive Voice Response Coaching 52

Fonolo

SEPTEMBER 14, 2023

Setting goals for call center employees is important because it helps to bring a sense of achievement to a role that often lacks it. Goal setting is one of the most important methods of employee engagement, as it gives agents purpose, motivation, and stimulation throughout their day.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

Noble Systems

SEPTEMBER 29, 2020

Workforce Management – WFM includes robust forecasting and staffing management that let you create schedules that put the right resources in the right place at the time, and then tracks schedule adherence so you can make adjustments to meet service level goals.

Management 86

Management Gamification Quality management Schedule adherence 86

Xaqt

JUNE 1, 2020

One optimized Cognitive IVR can automate the work for a near infinite number of live operators for a given call type. Deploying a Conversational IVR can capture information from the customer or even authenticate them prior to routing to an agent, thereby reducing handle time on a per call basis.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52