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. Poor agent typing skills.

Average Handle Time 80

Average Handle Time Interactive Voice Response Agent Empowerment Contact Center 80

Outsource Consultants

JANUARY 10, 2025

Identify and automate repetitive tasks to allow your agents to focus on complex, value-added interactions. Interactive Voice Response (IVR) systems handle simple queries without agent intervention. Create a supportive atmosphere that values agent contributions and promotes continuous improvement.

Contact Center 67

Contact Center Agent Empowerment Interactive Voice Response outsourcing 67

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.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Global Response

MARCH 26, 2024

Do your agents need a bit more training? Consider adding more detailed FAQs to your website, integrating chatbots, and implementing interactive voice response (IVR) systems. This technology can be used in IVR systems to better understand customer requests and route calls more accurately.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

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

TechSee

MARCH 7, 2019

Deploying the most effective and sustainable VEA would require the integration of multiple technologies, such as interaction guidance, decision support, robotic process automation, workflow optimization and agent career path development. Current approaches to agent empowerment. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Balto

JANUARY 2, 2025

A call center’s productivity becomes a transformative force when it aligns with customer expectations, agent empowerment, and operational excellence. AI supercharges FCR by giving agents real-time guidance tailored to the unique context of each call.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52