SharpenCX

JANUARY 26, 2021

It’s a new term coined by consumer shipping companies to explain the absolute mess of packages they had to deliver in 2020. Shipping companies had their capacities put to the test in 2020, to say the very least. That’s why this month, we’re crushing on FedEx – a company that stepped up in 2020 and delivered for customers.

Best practices 76

Best practices Customer Service Interactive Voice Response Calibration 76

Stafford Communications

DECEMBER 2, 2019

Use an IVR and Your Website While you are inundated with questions and concerns regarding the recall, it will be hard for your team to answer every customer complaint or concern promptly. You can redirect calls crisis calls from your standard number to the dedicated crisis line as well. Contact us today for more information.

Interactive Voice Response 52

Interactive Voice Response Healthcare outsourcing Call Center 52

Talkdesk

MARCH 12, 2021

Offering a 100% uptime service level agreement (SLA) to its customers, Talkdesk has garnered the trust of over 1,800 innovative companies around the world, including IBM, Acxiom, 2U, Trivago and YMCA. Talkdesk CX Cloud’s easy-to-use, drag and drop IVR ( Talkdesk Studio ) solution stands apart in managing complex call flows.

Call flow 91

Call flow Abandon rate Contact Center industry standards 91

Transparent BPO

AUGUST 13, 2019

That starts by understanding customer pain points, such as being required to repeat information multiple times and letting IVRs get in the way. Accept That Technology Is Not a Silver Bullet Gartner predicts that by 2020, 85 percent of customer interactions with a company will take place using technology.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

Hodusoft

MAY 24, 2022

billion in 2020” . With high customer expectations and the pressure to meet service level agreements, cloud-based contact centers give organizations a more flexible, scalable, and cost-effective solution than on-premises solutions. during the forecast period, reaching USD 36.1 billion by 2025 from USD 11.5

Contact Center 98

Contact Center Contact center software Cloud contact contact center solutions 98

Cisco - Contact Center

AUGUST 18, 2020

This empowers contact centers to forecast for the unexpected easily and accurately, proactively analyze and adjust for daily realities, and make smarter decisions to manage critical business resources to optimize service levels. Cisco is Identified as a Leader in Aragon’s Globe for Intelligent Contact Center 2020.

Contact Center 91

Contact Center contact center solutions Analytics Entertainment 91

3CLogic

JULY 21, 2020

They also often have no costly annual support or maintenance fees as the software-as-a-service model typically includes regular upgrades and service-level agreements. In fact, more than 50% of people cite poor customer service as a reason to stop doing business with a brand. Reporting and Analytics.

contact center solutions 75

contact center solutions Cloud contact Enterprise Contact Center 75

Stafford Communications

SEPTEMBER 10, 2019

Interactive voice response (IVR) systems have been in place in call centers for decades. Contact Stafford Communications today to learn more about our call center outsourcing services. Here’s how. How is AI Being Used In Call Centers?

Call Center 52

Call Center Interactive Voice Response outsourcing Virtual Agent 52

Fonolo

FEBRUARY 7, 2013

UPDATED: January 2020. Most callers will begin subconsciously rating their customer experience from the beginning of the interaction, regardless of the channel; phone, web, social media, or mobile app. Aberdeen cited that the biggest driver of omnichannel support is to provide a service where customers are most active.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62

Enghouse Interactive

APRIL 16, 2021

Customer service teams are under increased pressure to deliver the right answers to a growing volume of calls, across a wider range of topics than ever before. For example, over half of respondents to the latest ContactBabel UK Contact Centre Decision Maker’s Guide 2020-21 said that calls had increased due to the pandemic.

Self service 64

Self service Interactive Voice Response Chatbots Management 64

Enghouse Interactive

JANUARY 5, 2021

It’s an understatement to say that 2020 was a year of huge change everywhere. In this post, we highlight some of the key developments of last year in a review of our top blogs from 2020. Customer service: what you can learn from great business leaders. Optimising for contact centre remote working.

Self service 40

Self service Service level Technology Customer Service 40

CSM Magazine

OCTOBER 6, 2021

After implementing Calabrio Analytics at the end of 2020, GreenPath was determined to utilise the tool at every stage of the customer journey. Based on their First Call Resolution call study using Calabrio Analytics, Dominion Energy is making automation improvements to their IVR to improve FCR and the customer experience. treatment 3.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

SharpenCX

FEBRUARY 17, 2021

They sit happy with their products and services, don’t have any issues to report, and self serve when they do have questions. In the worst of times ( we’re looking at you, 2020 ), your customers won’t stop picking up the phone. You need your agents available to handle an uptick in interactions even when they need to work remotely.

Call Center 67

Call Center Coaching Call flow Interactive Voice Response 67

Fonolo

JULY 16, 2014

Updated May 2020: Companies place a great deal of importance on meeting customer expectations. A study from the MIT Sloan Review found that that customer service expectations had two levels: desired (what the customer hopes to obtain) and sufficient (what the customer would find acceptable).

Customer Service 67

Customer Service Abandon rate Call Center Feedback 67

Stafford Communications

MAY 12, 2020

But of course, it really only works visually – it is not easy for an agent or an IVR to ask for a smiley/frowny response! In our experience, the emoji does drive a higher response rate, likely because it is so much easier for people to process. So, which one is best? Contact us today for more information.

Benchmark 52

Benchmark Healthcare Contact Center Consulting 52

aircall

APRIL 22, 2022

IVR Numbers: Interactive Voice Response (IVR) numbers allow a pre-recorded voice to communicate via the dial tone, for example providing options such as “Please press 1 to speak to Sales”. Interactive Voice Response (IVR) menu capabilities. Mobile phone compatible. Availability.

voip 62

voip Interactive Voice Response Call Center Sales 62

Noble Systems

SEPTEMBER 29, 2020

Workforce Management – WFM includes robust forecasting and staffing management that let you create schedules that put the right resources in the right place at the time, and then tracks schedule adherence so you can make adjustments to meet service level goals. WEBINAR ON DEMAND: 2020 – The Year That Transformed WFM • watch.

Management 86

Management Gamification Quality management Schedule adherence 86

SharpenCX

FEBRUARY 11, 2020

And, with skills-based routing , your IVR can move specific calls to just the right agent so your customers are cared for quickly. Agents could use idle time to send out customer surveys with questions regarding recent interactions. Gather data to track your service level and see when your call center is most busy.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Customer centricity is not just about offering great customer service, it means offering a great experience from the awareness stage, through the purchasing process and finally through the post-purchase process. Application leaders responsible for contact centers must match investment planning with operational and business goals”.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Xaqt

JUNE 1, 2020

Contact Centers spent of much Spring 2020 scrambling to shift agents to work-from-home or bring agent seats back onshore from locations where at home agents simply weren't feasible due to lack of critical infrastructure. One optimized Cognitive IVR can automate the work for a near infinite number of live operators for a given call type.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

Fenero

AUGUST 31, 2020

50% of call centers that don’t use cloud technology reported they would begin using it before 2020 ends in order to have an omnichannel approach to customer service.**. Remote agents have become much more the standard and quite valuable both contact centers and many businesses around the world especially in 2020. Did you know?

Contact Center 10

Contact Center Average Handle Time Cloud contact Contact center software 10

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. There’s no substitute for a human voice when you have a complex problem. “If 2020 has taught us anything, it’s that people need human connection and clear communication. Contact Center Trends 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Serenova

MAY 29, 2020

Contact Center Best Practices for 2020. According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. With every service channel you open, you’re offering more convenience. Uncompromising Focus on Customer Experience.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Contact Center Best Practices for 2020. According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. With every service channel you open, you’re offering more convenience. Uncompromising Focus on Customer Experience.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Xaqt

FEBRUARY 6, 2020

This means instead of getting an alert that says your service level is below goal, you receive a message that says your service level was going to be below objective – however, corrective action was taken and the projected impact will meet the target. Is absenteeism higher than normal?

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Tenfold - Contact Center Blog

JULY 12, 2018

A Workforce 2020 survey revealed 65 percent of today’s employees identify training along with growth opportunities as their top motivators. By the time they’re done, your service level has already suffered quite a blow. Take advantage of targeted coaching vs. micromanagement.

Contact Center 66

Contact Center Management Coaching Call Center 66