SharpenCX

APRIL 8, 2020

Instead, your system grabs their contact info and queues them up for a call back when an agent’s available. Metrics like Service Level, Average Speed of Answer, and Average Handle Time directly impact how interactions flow through your queues. Give agents visibility into queue metrics. Get the ebook.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

NobelBiz

FEBRUARY 22, 2022

Efficiency and productivity are also considerably increased since contact center agents can instantly access information via the connected CRM system. Interactive Voice Response (IVR) IVR or interactive Voice servers are ideal for contact centers since they are able to manage and support a large volume of calls.

voip 52

voip Contact Center Interactive Voice Response Telecommunications 52

SharpenCX

MARCH 5, 2020

Nowadays, you can get service requests by phone, or by a tweet tagged with your company’s Twitter handle. Some companies get so many customer Tweets and mentions, they have a 24/7 social team on deck to handle the requests (like our friends over at Alaska Airlines ). See why Alaska Airlines is a brand we’re crushing on.

Best practices 67

Best practices Contact Center Airlines Benchmark 67