Fonolo

JUNE 13, 2023

Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential. What can a call center manager do? Luckily, when you replace hold time with a call-back, your customer satisfaction ratings go up while improving your operational efficiencies.

Contact Center 104

Contact Center Abandon rate Call Center Wait times 104

ShepHyken

OCTOBER 30, 2020

She writes about how businesses can utilize modern voice technology to create a better experience overall for their customers. Today, we’ll be discussing how you can make use of modern voice technology and voice AI to drive consistently positive experiences for your buyers. #1 1 Voice Technology Helps Keep Things Personal.

Technology 331

Technology Customer Service Personalization Chatbots 331

SmartAction

APRIL 11, 2024

Virtual voice agents can be a blessing or a curse for your customers. An emotionless robotic voice asks them to repeat the same information over and over. When designing your call flow, there are some essential things to keep in mind to provide an optimized experience. Use a natural, empathetic voice. The solution?

Virtual Agent 68

Virtual Agent Interactive Voice Response Call flow Contact Center 68

Fonolo

SEPTEMBER 7, 2021

When customers call your customer service line, greeting them with a friendly and easy-to-navigate interactive voice response system is a standard in call center software. With all that said, writing a strong call center IVR script doesn’t need to feel like a mountainous task. What is Call Routing in a Contact Center?

Interactive Voice Response 158

Interactive Voice Response Scripts Call Center Abandon rate 158

CSM Magazine

APRIL 18, 2024

It’s a cloud-based delivery model that allows businesses to add real-time communication features such as voice, video, and messaging to their own applications without needing to build back-end infrastructure and interfaces. Voice and Video Calling: Embed real-time voice and video communications.

Interactive Voice Response 52

Interactive Voice Response Healthcare Chatbots Consulting 52

Fonolo

OCTOBER 26, 2022

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Call center managers and leaders have some of the hardest jobs when it comes to agent engagement. Call center managers and leaders have some of the hardest jobs when it comes to agent engagement. DID YOU KNOW?

Call Center 142

Call Center Abandon rate Education Contact Center 142

Fonolo

AUGUST 31, 2021

A call routing system is the industry standard solution to this. Also known as an automatic call distributor (ACD), this tool receives inbound calls and connects them to the department or representative that can best support them. To customers, this is known as your run-of-the-mill call center phone menu. DID YOU KNOW?

Best practices 152

Best practices Abandon rate Interactive Voice Response Call Center 152

Fonolo

AUGUST 11, 2022

Virtual call-backs have singlehandedly revolutionized the call center customer experience over the last few years. You might be reading this and thinking about the type of call-backs that happen in the film industry where casting directors search for the perfect actor to fill a role. What are Virtual Call-Backs?

Interactive Voice Response 87

Interactive Voice Response Abandon rate Contact Center Technology 87

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! What is Call Center Automation? FACT: A 2019 study found that 70% of call center agents reported experiencing emotional exhaustion, a key component of burnout.

Call Center 135

Call Center Contact Center Wait times Chatbots 135

Fonolo

JANUARY 12, 2023

Tools like interactive voice response (IVR) and smart call routing are tried and true ways to save time and money – and offer better service. When customers do connect with an agent, in-call sentiment analysis can decode customers’ emotions and offer in-call prompts, supporting agents, and improving metrics like first call resolution.

Contact Center 138

Contact Center Interactive Voice Response First call resolution Contact center software 138

Fonolo

JANUARY 12, 2021

Virtual Hold Technology is the grandad of virtual queuing and helped pioneer virtual queue management for the call center. Genesys virtual queuing is called Virtual Queuing, one of the original competitors to VHT’s Virtual Hold product. So competitive that VHT sued them , and then Genesys sued them back; it was a whole thing.

Automatic Callback 137

Automatic Callback Cloud contact Contact Center Interactive Voice Response 137

Fonolo

DECEMBER 1, 2022

Call center managers know that choosing effective software is key to success. But how do you buy the call center software and choose from the countless options in a very competitive marketplace? Some features may come bundled with Call Center Software as a Service (CCaaS) packages. This is important!

Contact center software 87

Contact center software Contact Center Interactive Voice Response call center software 87

Spearline

JULY 28, 2022

With Spearline’s Cloud PBX Voice Quality Test , you can find out. The Cloud PBX Voice Quality Test will replicate your call flow to or from your Cloud PBX provider. Spearline’s Cloud PBX Voice Quality Test can measure both inbound and outbound audio quality. But how do you measure the audio quality on these connections?

Call flow 98

Call flow Enterprise Technology Management 98

Fonolo

FEBRUARY 16, 2021

The pandemic has hastened many call center trends and compounded technological developments. Here are the latest and greatest call center technologies: AI-Powered Voice Biometrics & Analysis. The last year demonstrated that the voice channel isn’t going anywhere. Voice-to-Text. Contact Center Trends 2021.

Call Center 134

Call Center Technology Gamification Contact Center 134

Spearline

JULY 28, 2022

With Spearline’s MS Teams Voice Quality Test , you can find out. The MS Teams Voice Quality Test will replicate your call flow to or from your Cloud PBX provider. Spearline’s MS Teams Voice Quality Test can measure both inbound and outbound audio quality. But how do you measure the audio quality on these connections?

Call flow 97

Call flow Enterprise Technology Management 97

Toister Performance Solutions

MAY 9, 2024

A quality assurance analyst was reviewing a contact center agent's calls. Let's go back to rapport. A calibration session should include all stakeholders: Managers Recruiters Trainers Quality Assurance Analysts Employees Here's a method that works well: Gather the team Review an interaction (video, call, email, chat, etc.)

Calibration 72

Calibration Customer Service Feedback Contact Center 72

SmartAction

APRIL 11, 2024

Virtual voice agents can be a blessing or a curse for your customers. An emotionless robotic voice asks them to repeat the same information over and over. When designing your call flow, there are some essential things to keep in mind to provide an optimized experience. Use a natural, empathetic voice. The solution?

Virtual Agent 52

Virtual Agent Interactive Voice Response Call flow Contact Center 52

SmartAction

NOVEMBER 8, 2023

Virtual voice agents can be a blessing or a curse for your customers. An emotionless robotic voice asks them to repeat the same information over and over. When designing your call flow, there are some essential things to keep in mind to provide an optimized experience. Use a natural, empathetic voice. The solution?

Virtual Agent 88

Virtual Agent Interactive Voice Response Call flow Contact Center 88

NobelBiz

DECEMBER 5, 2023

Business call forwarding is a vital tool that seamlessly redirects incoming calls to ensure constant communication with clients and colleagues. It offers enhanced flexibility and customization compared to traditional methods, allowing businesses to tailor their call management strategies. for domestic calls and $10.00

voip 104

voip Cloud contact Contact center software Contact Center 104

Fonolo

NOVEMBER 19, 2020

As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Just under 50% of respondents indicated they currently use some form of call-back solution in their enterprise contact centers, with UK businesses leading the charge. Read on to learn more! Improve CX.

Contact Center 162

Contact Center Abandon rate Enterprise Government 162

Fonolo

MARCH 30, 2021

Call center agents often experience high abandonment rates. Long wait times are one of the top reasons for this — after all, they can only hear “… your call is in priority sequence…” so many times before they lose patience and end the call. TIP: Most contact center software will generate a Call Detail Record (CDR).

Abandon rate 147

Abandon rate Contact Center Call Center Contact center software 147

Fonolo

MAY 4, 2021

Many call center overseers are now realizing that they are technologically behind their more channel-savvy competitors. If this sounds familiar, don’t worry — it is possible to upgrade your call center infrastructure and reduce future contact center costs at the same time. The ROI of Call-Backs for Your Call Center.

Contact Center 152

Contact Center Interactive Voice Response Call Center call center software 152

VirtualPBX

JANUARY 25, 2024

Dating back to the late 19th century, the inception of POTS lines marked a revolutionary step in connecting people across the globe. Traditional landlines, rooted in analog technology, struggle to keep pace with the advanced functionalities offered by Voice over Internet Protocol (VoIP) services and mobile phones.

voip 105

voip Telecommunications Technology 105

Fonolo

SEPTEMBER 5, 2018

During peaks in call volume, it becomes increasingly challenging for customers to have their voices heard and their problems solved quickly and efficiently. It’s very simple, really, and there’s no cartoon sword involved either: Call your customers back.

Abandon rate 240

Abandon rate Contact Center Call Center Technology 240

TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. What Is Call Center Technology? Advanced call center technologies go way beyond handling incoming or outgoing calls.

Call Center 124

Call Center Technology Interactive Voice Response Analytics 124

Fonolo

JULY 20, 2021

You’re probably familiar with IVR, or Interactive Voice Response, is a menu system that connects customers to the information they need in your call center. Luckily, there are many ways to optimize your call center IVR so you can offer both your agents and customers a better experience. Is the voice pleasant and personable?

Interactive Voice Response 142

Interactive Voice Response Call Center Abandon rate call center software 142

Spearline

JULY 12, 2022

An introduction to Voice Quality Testing We’ve all experienced a phone call where the voice quality makes it almost impossible to hold a conversation. … Poor voice quality can lead to misunderstandings, stress and, sometimes, calls being abandoned completely. So, what is voice quality testing?

Telecommunications 98

Telecommunications Engineering Interactive Voice Response voip 98

Fonolo

NOVEMBER 29, 2022

New call center managers have a lot to wrap their minds around. Overhauling your call center operations can seem outright impossible without a little guidance and know-how. The success of your call center agents depends heavily on your ability to lead them to that success. Call volume Call abandonment rate.

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

TechSee

MAY 19, 2021

This is a form of business process automation technology based on AI that can bring greater efficiency by allowing customer service teams to manage their back-office operations and the large volumes of repetitive and rules-based processes. . Offer Hands-Off Help with Voice Capabilities. Build Loyalty using the Blockchain.

Technology 159

Technology Customer Service Technical Support Analytics 159

Fonolo

SEPTEMBER 14, 2021

Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. Knowing exactly what your customers want and don’t want will help you to maximize your call center’s customer care, leading to growth and revenue opportunities for your business. It's 100% free, we promise.).

Call Center 142

Call Center Customer Service Abandon rate Average Handle Time 142

Fonolo

JANUARY 19, 2023

If call center retention keeps you up at night, you’re not alone. Let’s take a closer look at why call centers see so much agent turnover and consider the solutions. TIP: Tools like Fonolo Voice Call-Backs relieve agent stress and keep customers off hold by offering call-backs during call spikes.

Call Center 155

Call Center Brand ambassadors Contact Center Chatbots 155

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. And contact centers were utterly overwhelmed in the floods of anxious customer calls. The Voice Channel Strikes Back. For many years, it seemed like technology companies were waging war on the voice channel.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

AUGUST 12, 2021

High call center agent productivity is every call center manager’s dream. So many factors damper agent productivity, like high call volumes and staff turnover, both of which are only too common in the call center industry. As a call center, you have many metrics and KPIs available to measure agent productivity.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

Fonolo

SEPTEMBER 13, 2022

Think about how many phone calls your contact center receives in one day. Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. What is an After-Call Survey? 5 Reasons to Use After-Call Surveys.

Surveys 150

Surveys Interactive Voice Response First call resolution Feedback 150

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. Keep reading—we’ll guide you through everything you need to know to write a successful after-call survey!

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

Fonolo

OCTOBER 5, 2023

Your Introduction to Call Center Automation What is an IVR? An IVR, or interactive voice response, is an automated phone system that also typically has call-routing capabilities. If you’ve ever been asked to “Press 1” to speak with an agent, or “Press 2” to go back to the previous menu, then you’ve interacted with an IVR.

Interactive Voice Response 57

Interactive Voice Response Chatbots Self service Virtual Agent 57