Remove Entertainment Remove Interactive Voice Response Remove Self service Remove Surveys
article thumbnail

2021: The Year of the Contact Center

DMG Consulting

Everything that could go virtual did, and the businesses that had this option were the lucky ones, unlike some of their peers in the entertainment and retail world. . We expected insightful responses, and the results did not disappoint. of survey respondents indicated the importance of prioritizing the customer experience.

article thumbnail

17 Surprising Stats About Call Centers

Fonolo

With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience. This is listed by 34% of U.S.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Is Your Organization Ready for the Top Contact Center Trends of 2022?

Playvox

As an example, 35% of surveyed CEOs report expanding employee benefits in the last twelve months in an effort to reduce employee churn. . They’ve never known life without the internet and leverage digital technology to communicate, learn, shop, and be entertained. Gen Z is defined by technology and values.

article thumbnail

Transform Into a Modern Contact Center: The 7 Best Practices for Callback

VHT

And it’s very common for people to jump from self-service to the contact center. In fact, a 2017 inContact study found that 67% of self-service users want to work with an agent, especially if the call is urgent or sensitive. Immediate Gratification. So they’ll expect immediate gratification any time they contact you.

article thumbnail

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Our solution, VIA Contact Centre, is actually an adapted form of Skype for Business that offers added benefits to the contact center like call recording, smart agent selection, and interactive voice response – the latter is particularly useful as it negates the need for switchboards entirely.

article thumbnail

Three Questions To Ask Yourself To Understand What Customers Really Want

COPC

This information can be found in a variety of ways, including benchmarking competitors, consumer research, customer surveys and focus groups. Interaction preferences entail many specifics. For the purposes of this post, focus will be placed on consumer preferences between assisted and unassisted customer care interactions.

Surveys 42
article thumbnail

18 Contact Center Strategies That Actually Work

JustCall

You can create self-service menus, instant messaging-based self-services (like WhatsApp or SMS), a knowledge base, voice assistants, etc., Automated call routing, queue management, and self-service desk help take some workload off of your employees. to get the job done.