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

Toister Performance Solutions

APRIL 30, 2020

You have an urgent service issue, so you decide to call. The interactive voice response system (IVR) prompts you to enter some basic account information like the last four digits of your social security number. Then your IVR steps in. What is agent empowerment?

Average Handle Time 80

Average Handle Time Interactive Voice Response Agent Empowerment Contact Center 80

Calabrio

FEBRUARY 25, 2025

Agent Coaching and Performance Management: Get automated insights into agent performance, identify training needs, and personalize coaching. Leverage AI to improve self-service and empower users without technical expertise. Open API and Integrations: Seamlessly integrate with other business systems and applications.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

TechSee

MARCH 7, 2019

Current approaches to agent empowerment. Forward-looking customer service organizations have discovered various innovative ways to empower their agents and enhance their value to the organization. These systems also power conversational IVRs and voice-based virtual assistants. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Global Response

MARCH 26, 2024

Are there gaps in your service? Do your agents need a bit more training? It could be as simple as improving your self-service options. Consider adding more detailed FAQs to your website, integrating chatbots, and implementing interactive voice response (IVR) systems. Ready to perfect your CX?

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

Calltools

APRIL 3, 2024

Self-Service Options Some callers have complex problems that require help from a customer service professional. Create self-service options for tasks like paying bills, checking balances, and updating contact information. This lets customers handle their own needs while your agents tackle more demanding issues.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

JustCall

APRIL 9, 2024

Maintaining a consistent service quality and providing quality solutions, even during peak periods, can have a huge impact on customer satisfaction. Read more: Manage high call volume with ease using IVR automation Seven tips for managing seasonal and unexpected call fluctuations Unexpected spikes and dips in call volumes are normal.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40