Call center experience Interactive Voice Response Self service 
Fonolo
JUNE 22, 2023
The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. What is Visual IVR?
Win the Customer
SEPTEMBER 15, 2020
“It’s important to be quick to respond in call centers,” says Charlotte Crampton, a business writer at Australia 2 write and Writemyx , “because customers want speedy answers to their inquiries; and the call center is the first point of contact for them.”. Resolve Issues Quickly.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Outsource Consultants
AUGUST 3, 2020
Double down on the equity you’ve built across these at-home models to create flexible staffing models that keep you from overstaffing your call center. Now is also a good time to review your current customer experience, to identify self-service automation that can reduce the agent burden and lower your total call center costs.
SmartAction
NOVEMBER 22, 2023
Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.
Outsource Consultants
JUNE 22, 2020
An easy win to trim costs is implementing call deflection strategies by adding technology that removes the basic call types that can be automated. Here are just a few call center tools to consider and how they can help: Integrated Voice Response (IVR). Automatic Call Distributor (ACD).
pindrop
MAY 11, 2020
Ensuring customer experience in a large organization is often tricky as trainers and trainees, as well as their environments, vary. Why is Ensuring Customer Experience Important? As the call center increasingly replaces face to face customer interactions, customers are increasingly exposed to your brand via this channel.
Fonolo
FEBRUARY 7, 2013
This will typically include the time a caller was waiting and any time the phone is ringing, but not the time it takes a caller to navigate the IVR. It’s one of the most important metrics in the modern contact center, and with good reason. Poor IVR or hold procedure. Create better self-service options.
Expert insights. Personalized for you.
91 
Let's personalize your content