Events First call resolution Interactive Voice Response Self service 
CCNG
SEPTEMBER 27, 2023
The drive toward self-service is a reality and with good reason, as customers want self-service. All of this impacts the customer experience, resulting in better first call resolution, CSATs, and Net Promoter Scores. It’s here to stay, and it will get better over time.
Enghouse Interactive
SEPTEMBER 1, 2020
In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. This blog will continue that exploration with some insight into some of the benefits we’ve seen in organizations that have implemented Self-Service.
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JustCall
APRIL 8, 2024
What is call center scaling? However, unexpected surges can also occur due to promotional campaigns or external events. Introduction of new customer service channels (e.g., By analyzing historical data and customer behavior patterns, call centers can proactively adjust resources to meet demand fluctuations effectively.
Hodusoft
APRIL 17, 2024
That’s nothing but auto attendant, a technology that revolutionized the way organizations and other professional entities handle massive volumes of incoming calls. In today’s age, a majority of callers have an ‘average’ first impression of auto attendants. What is an Auto Attendant? How Does An Auto Attendant Work?
Hodusoft
JANUARY 17, 2024
With the launch of the telephone, switchboards became the standard tools for routing calls. Between the 1960s and 1990s, the invention of IP PBX , Interactive Voice Response (IVR) system, and voicemail system changed the way businesses used to communicate. That laid the foundation stone for UCaaS.
Pointillist
SEPTEMBER 10, 2020
They encounter a problem completing the transaction and turn to the website first and then call the care center for support. After getting lost in the interactive voice response (IVR) system, they go back to the website and try the chat feature.
Callminer
DECEMBER 17, 2019
When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. “When asked what the most frustrating aspect of a customer service experience is, over a third of U.S. Better Agent Performance.
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