Outsource Consultants

SEPTEMBER 14, 2021

Delta Airlines is hiring 5,000 professionals to help support their customers, but still expects lengthy hold times (some as long as 9 hours) to persist into the fall. Contact Center AI: You’re probably familiar with IVR (Interactive Voice Response), which can take semantic cues to direct customers through self-service channels.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Fonolo

JANUARY 29, 2019

Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.” still prefer phone or voice as their primary customer service channel. Gamification is the future of employee engagement and attrition for the call center. This is listed by 34% of U.S. 44% of people surveyed in the U.S.

Call Center 85

Call Center Airlines Contact Center Self service 85

Fonolo

FEBRUARY 20, 2019

From Hawaii’s fake missile crisis to the death of a French bulldog aboard a United Airlines flight, many organizations have recently found themselves on the defensive, doing their best to mute negative conversations surrounding their brands. What’s Inside: Gamification in the Contact Center. Voice-Powered Technology (VPT).

Call Center 89

Call Center Management Contact Center Gamification 89