JustCall

MARCH 23, 2023

Interactive Voice Response, or IVR, is necessary for every contact center. The IVR is configured to lead the user to a self-help guide that answers their query, a human agent who can solve their problem, or a pre-recorded voice message. In this article, we look at the ten best IVR solutions.

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52

NobelBiz

FEBRUARY 27, 2024

This enables agents to provide personalized and efficient service by having immediate access to a customer’s history, preferences, and prior interactions. One of the primary advantages of CRM integration with contact center technology is call flow management. RELATED ARTICLE What is IVR?

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

NobelBiz

MAY 9, 2023

Not having a proper call-back infrastructure: Take the time to work out the call flow of inbound calls. Utilize IVRs or agentless seats to manage and distribute inbound traffic to the proper department. Gamification is one of the most effective training methods that fosters both loyalty and efficiency.

Best practices 98

Best practices Call Center Gamification Contact center software 98

NobelBiz

APRIL 18, 2022

Use Gamification to assess individual performances One of the most prominent applications of gamification in contact centers is to assess the quality of agents work. Data such as average call handling time and initial call resolution rates can be used by call center managers to track individual development.

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

Enghouse Interactive

FEBRUARY 9, 2021

Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. now) provides the customer with the ability to resolve their own issues (generally 40% prefer this approach) using a combination of IVR, chatbots, smart routing and knowledge bases. Keep an Eye on These Three Emerging Areas.

Contact Center 68

Contact Center Self service Chatbots Gamification 68

JustCall

APRIL 5, 2023

Top Features of JustCall Call queues – Route calls to the right agent using IVR, skill-based routing, and caller information to ensure customers reach the right agent and are not kept waiting. Visual voicemail – Voicemails are recorded, transcribed, and sent via email, making them easy to access.

voip 52

voip Interactive Voice Response APIs Contact Center 52