TechSee

JANUARY 7, 2020

When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers. New metrics are also needed. To reduce churn and improve loyalty, telcos are utilizing a number of strategies: Loyalty programs.

Customer retention 136

Customer retention Interactive Voice Response Telecommunications Wireless 136

Callminer

AUGUST 1, 2017

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. Bill Dettering.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

JustCall

MAY 28, 2020

A cloud-based phone system runs on wireless connections. Agents can also easily take notes while on call or read out call scripts. With Sales scripts, disposition codes, notes, call logging, and monitoring as the available features, predictive dialer acts as a reliable sidekick for your agents. IVR or Interactive Voice Response.

virtual call center 52

virtual call center Call Center Interactive Voice Response CRM 52

Pointillist

SEPTEMBER 28, 2021

Compound enough poor quality interactions together and you may put customers at risk for churn. Contact centers often apply speech and text analytics tools to analyze interactions through their IVR, chat and call systems. This will show the specific channels or interactions within a journey that cause your scores to fluctuate.

Contact Center 40

Contact Center Self service Metrics Analytics 40

Connecting the Dots

APRIL 21, 2017

The cable companies were not in telephone service, were not in security, were not in wireless service. The complexity drives the amount of change and the compliance is driving a scripted response. I see so many scripted responses. And then, what I see is the entire conversation becomes scripted.

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48

Vistio

JULY 11, 2022

Again, that international theme, wireless, local loop, data access and voice for companies in places like India and Bangladesh and Ghana and Cameroon. So I’m going to go a little off script. So that was a lot of fun, really cool stuff. And then in the early mid aughts, I segued from there to IDC.

Technology 52

Technology Self service Contact Center Analytics 52