Fonolo

MARCH 9, 2023

It’s easy to feel defensive when met with criticism, but remember; a customer complaint is valuable feedback from your customer that helps you identify shortcomings in your product or service. Deploy call-back technology Nobody likes to wait on hold, no matter how mesmerizing your on-hold playlist might be.

Contact Center 87

Contact Center Self service Call Center Interactive Voice Response 87

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? In this article, we will explore proven strategies and techniques to help you unlock the full potential of your team and achieve stellar performance. Look no further!

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NobelBiz

FEBRUARY 21, 2023

In this article, we will explore the most effective ways to safeguard your contact center’s valuable data. We will cover topics such as data encryption, interactive voice response (IVR) for filtering calls, security training for employees, and using proper security solutions.

Contact Center 52

Contact Center Interactive Voice Response Management Contact center software 52

JustCall

AUGUST 24, 2021

Call center campaigns are meant to organize inbound or outbound calling operations according to the needs of the clients. What are Call Center Campaigns? Let's say you're in the real estate business. You can organize outbound calling campaigns toprioritize first-time buyers, for instance. Survey Campaigns.

Call Center 97

Call Center Interactive Voice Response Inbound sales call center software 97

Babelforce

SEPTEMBER 17, 2020

In this post: Why are IVR solutions idiots? How do IVRs create problems? What’s the *solution* for IVR solutions? What are the benefits of integration? Your free guide to IVR automation (eBook). Erm… why are IVR solutions idiots? Ok, here’s what I mean. How do IVRs create problems? .

Interactive Voice Response 52

Interactive Voice Response APIs Self service CRM 52

NobelBiz

APRIL 3, 2023

Generally speaking, in the contact center space, people tend to look at the one-to-one interaction with an agent as the primary means of obtaining information about products and services. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries. You guessed it; it’s money.

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

Callminer

APRIL 23, 2019

There are many organizations which, for one or more reasons, collect credit card numbers over the phone. There are two primary categories that offer solutions to the issue of PCI compliance in the call center — manual and software solutions. These phone calls are often kept for many reasons, including: Protection against liability.

Best practices 159

Best practices Call Center Banking Contact Center 159

NobelBiz

FEBRUARY 7, 2022

An IVR, or Interactive Voice Response, is a system that interacts with inbound and outbound calls for a business by using voice prompts or text-to-speech with various pre-recorded alternatives. In this article, we’ll take a look at Interactive Voice Response messaging and what it is. What is IVR messaging?

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52

NobelBiz

MAY 16, 2023

What was initially perceived as a temporary fix soon revealed its potential to deliver benefits beyond remote work. Its scalability, flexibility, and cost-effectiveness make it an attractive option for organizations looking to streamline their operations and enhance customer experiences.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

JustCall

MARCH 7, 2023

Introduction Customers expect the brand they shop with to be more proactive and responsive in reaching out and speaking with them; 93% of service professionals say that customer expectations have increased drastically as compared to previous years. Let’s understand everything there is to know about contact centers.

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

Serenova

AUGUST 4, 2020

Call Centers 101: The Guide to Call Centers and Which Works Best for Your Business. What is a Call Center? What is the Difference Between a Call Center and a Contact Center? The audience for these outbound campaigns is typically defined and managed through the company’s customer relationship management (CRM) system.

Call Center 98

Call Center Interactive Voice Response contact center solutions Contact Center 98

OctopusTech

MARCH 1, 2023

These call centers organize phone support queues and equally distribute calls to reps on the service team. While call centers are a common feature of most customer service teams, setting up one for your business is no easy task. What Are Inbound Calls?

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Hodusoft

JULY 20, 2022

Gartner’s GetApp Names HoduCC a Category Leader in Contact Center Software. It’s pretty exciting to see that HoduSoft has bagged the 6th rank in GetApp’s Category Leader list for contact center software , published by Gartner Digital Markets Report. Recognition is what keeps us going and growing. Yet another recognition!

Contact center software 52

Contact center software Contact Center Interactive Voice Response Call Center 52

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. Additionally, the massive work from home phenomenon has altered employee perceptions about where and how work should be done. 2022 just might be The Year of the Contact Center Employee.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

OctopusTech

SEPTEMBER 9, 2023

Deciding whether or not to choose outsourcing a call center is a tougher decision to make as some may say that it decreases the quality of service and some may argue that it improves profitability. By looking at your business objectives, you can gain more advantages and lower the drawbacks. What is Call Center Outsourcing?

Best practices 62

Best practices outsourcing Call Center virtual call center 62

OctopusTech

SEPTEMBER 13, 2023

Using call center outsourcing services is one of the major trends followed by both small and big organizations. Is your company looking to expand its customer support operations through an in-house team or is it searching for an external call center team? What are Outsource Call Center Services?

outsourcing 62

outsourcing Call Center Finance Contact Center 62

ProProfs Blog

SEPTEMBER 28, 2018

In case your business has witnessed such customers who have withdrawn themselves from your brand, then it is time you ask yourself the “ what went wrong ” question. Is it the lack of 24/7 availability to your customers? Is it the inability to provide instant support to your visitors that help you convert them as buyers?

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

JustCall

DECEMBER 12, 2022

While talking about cost, you might wonder how much conversational AI software costs. Before we get to this question, you and your business need to understand the basics and reasons why so many enterprises are beginning to adopt such AI tools. What is conversational AI software? Isn’t it interesting?

Interactive Voice Response 52

Interactive Voice Response Chatbots Enterprise Scripts 52

NobelBiz

MAY 16, 2023

What was initially perceived as a temporary fix soon revealed its potential to deliver benefits beyond remote work. Its scalability, flexibility, and cost-effectiveness make it an attractive option for organizations looking to streamline their operations and enhance customer experiences.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

Expivia

APRIL 29, 2021

The success of your call center depends on the list of key performance indicators (KPIs) you follow. If you know what your performance metrics are, you know how well you’re doing. Without call center KPI tracking, you’ll never know if you’re running your call center effectively. What Is a Call Center KPI?

Call Center 98

Call Center Metrics Average Handle Time Interactive Voice Response 98

JustCall

AUGUST 24, 2021

Call center campaigns are meant to organize inbound and outbound calling operations according to the needs of the clients. What are Call Center Campaigns? Let's say you're in the real estate business. You can organize outbound calling campaigns to prioritize first-time buyers or divorce leads, for instance.

Call Center 52

Call Center Interactive Voice Response Inbound sales call center software 52

Upstream Works

SEPTEMBER 5, 2019

But they share another challenge, namely balancing that drive to be leading-edge with the need to remain relevant and accessible to the organizations who aren’t quite there yet. Due diligence and close scrutiny are required to understand what each vendor means when bandying about this term. Omnichannel.

Contact Center 60

Contact Center Technology Contact center software Self service 60

JustCall

NOVEMBER 24, 2022

” Feedback like this for your call center agents is a step closer to achieving quality assurance call center goals in your call center management strategy. But is it only about creating a good customer experience? It is also about delivering higher revenue, higher productivity, and better agent performance.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

Fonolo

NOVEMBER 17, 2020

We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Here’s what they said. They say it takes 21 days to ‘form’ a habit and 90 days to make it a permanent lifestyle change. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

JustCall

NOVEMBER 25, 2022

The PBX or private branch exchange is a critical piece of infrastructure at large and small organizations, routing communications internally, externally, and in between. To start with, there are two central PBX systems, the traditional on-premise system that’s been around for decades and the relatively newer hosted PBX platforms.

voip 52

voip Interactive Voice Response Benchmark Call Center 52

JustCall

MAY 2, 2022

So, if you are yet to integrate speech analytics into your system, it is high time to do so. What is Speech Analytics? The customer conversation analytics software makes it possible. In fact, with speech analysis, you can ensure that 100% of your calls are assessed and analyzed. Better Conversions.

Analytics 52

Analytics Sales Customer Service Scripts 52

Hodusoft

AUGUST 30, 2022

With the increasing demand for quick and convenient ways to reach organizations, various innovative technologies have taken place in the past few years. You might have already heard about the term ‘cloud’, also known as cloud computing and technology. . What is cloud computing? What is UCaaS? What is CCaaS?

APIs 52

APIs Interactive Voice Response Contact Center voip 52

Hodusoft

JULY 3, 2023

When customers call your call center (or contact center), they need their issues and queries to be resolved as fast as possible. What is Average Handle Time (AHT)? What’s the “standard” AHT for a call center? Tips to reduce AHT Benefits of improving AHT What is Average Handle Time (AHT)? How to calculate AHT?

Average Handle Time 52

Average Handle Time Abandon rate Call Center Interactive Voice Response 52

Serenova

AUGUST 4, 2020

What is a Call Center? What is the Difference Between a Call Center and a Contact Center? The channels used by modern contact centers are all components of one integrated system, allows organizations to provide more diversity in communication channels and a more cohesive experience for the customer.

Call Center 52

Call Center Interactive Voice Response contact center solutions Contact Center 52

JustCall

NOVEMBER 25, 2022

Hosted PBX, a service provider’s private branch exchange systems, are all the rage these days. At its core, a PBX, or Private Branch Exchange, is essentially a private telephone network within a company or organization. Hosted Vs Traditional PBX Systems – How do They Differ? Hardware Requirements.

voip 52

voip Interactive Voice Response Contact Center CRM 52

Comm100

MARCH 16, 2022

With checks and balances built into government systems, as well as necessary regulations, citizens are often forced to interact with many departments and people to accomplish what seems a simple and straightforward task. In US government, this score languishes at 4.5. The reasons for this gap are complicated and numerous.

Government 76

Government Best practices Customer Service Chatbots 76

Talkdesk

NOVEMBER 18, 2016

When calling large companies, instead of immediately speaking to a customer service agent, you’ll usually arrive at a phone tree system that asks you to make a series of numbered choices. This system is called an interactive voice response system, or IVR. But sometimes IVR systems are not the best choice for businesses.

Interactive Voice Response 40

Interactive Voice Response Airlines Technology Customer Service 40

JustCall

MARCH 10, 2023

Here’s everything you need to know about call flows. What is Call Flow? These types of call center workflows contain a series of prompts for different scenarios that enable agents to say the right things, ask the right questions, and use such information to offer the right solutions. Is now a good time to talk?”

Call flow 40

Call flow Contact Center Scripts Interactive Voice Response 40

NobelBiz

APRIL 18, 2022

On the surface, increasing the efficiency of your call center appears to be a simple and straightforward process. Simply reduce the amount of time spent on the phone with clients, which gives you more calls handled in a day and hence more efficiency for your business. What is call center efficiency?

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

Avaya

APRIL 1, 2019

There are times when a customer needs to dial into your contact center to ask a question or request assistance. But first they must bypass the dreaded Pit of Misery, also known as the Interactive Voice Response (IVR) system. Your call is important to us.”. Your call is important to us.”.

Self service 46

Self service Interactive Voice Response Contact Center CRM 46

Quiq

JUNE 30, 2022

Share This Story When was the last time you heard a story about exceptional customer service? A software company sees you’re having trouble with their platform and sends you a private video walkthrough. A software company sees you’re having trouble with their platform and sends you a private video walkthrough.

Interactive Voice Response 62

Interactive Voice Response Chatbots Customer Service Surveys 62

Global Response

APRIL 17, 2023

Are you looking to: boost productivity and efficiency among your team? streamline your processes and workflows? And with so much on the line, it’s essential to find a provider who can offer great service now, and in the years to come—no matter how much your business grows or changes. improve customer satisfaction and results?

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62