Fonolo

JUNE 22, 2023

Although they can be simple and effective, customers don’t love IVR experiences. Consumers often list dealing with an IVR as a top grievance with the call center experience. Power and Associates, a good IVR experience is quite rare. Both things increase handle time, which, of course, increases cost-per-call.

Interactive Voice Response 91

Interactive Voice Response Abandon rate Self service Call Center 91

Fonolo

JANUARY 23, 2018

The call center experience is under great scrutiny from today’s consumers. Let’s review what makes call-backs such a great addition to your call center: 1) Improve Customer Satisfaction. 2) Reduce Abandon Rates. Learn the top contact center trends that you should act on this year.

Call Center 141

Call Center Abandon rate Contact Center outsourcing 141

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.

Contact Center 91

Contact Center Interactive Voice Response Virtual Agent Management 91

Fonolo

FEBRUARY 7, 2013

Unsurprisingly, longer call hold times are directly correlated to higher call abandonment rates; people often give up and hang up before they get through to a support agent. We live in a time when ‘experience’ is a driving factor behind many consumer choices. Optimize your IVR and call-routing.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62

OctopusTech

MARCH 1, 2023

Inbound call centers play a crucial role in delivering these revenue-generating experiences, so everything from the standard greeting to agent training to the establishment of KPIs needs to be designed with the customer in mind.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Balto

JANUARY 18, 2025

Hire for Grit and Empathy (Not Just Experience) Technical skills can be taught, but resilience and empathy are harder to instill. When hiring agents, prioritize emotional intelligence, active listening, and problem-solving over previous call center experience. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Hire for Grit and Empathy (Not Just Experience) Technical skills can be taught, but resilience and empathy are harder to instill. When hiring agents, prioritize emotional intelligence, active listening, and problem-solving over previous call center experience. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52