Toister Performance Solutions

APRIL 30, 2020

The interactive voice response system (IVR) prompts you to enter some basic account information like the last four digits of your social security number. The real frustration begins once you (finally) get a live agent on the phone and they ask you for the same information all over again. Then your IVR steps in.

Average Handle Time 80

Average Handle Time Interactive Voice Response Agent Empowerment Contact Center 80

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. Errors happen.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Global Response

AUGUST 7, 2023

What does empowerment look like when it comes to their role? Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer service and customer satisfaction. So, how do you create empowered call center agents who can deliver great service day-in and day-out?

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

Balto

JANUARY 2, 2025

A call center’s productivity becomes a transformative force when it aligns with customer expectations, agent empowerment, and operational excellence. Average Handling Time (AHT) : Efficiency Without Sacrificing Quality AI redefines AHT by eliminating inefficiencies without forcing call center agents to rush.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52