Callminer

OCTOBER 11, 2018

It is the percentage of customer questions that could/should be handled in self-service by the customer. The best way for a company to improve upon this metric is to teach the customer how to access their self-service pages, such as checking their own order status. Call-type tracking is also important.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Calabrio

APRIL 11, 2025

Process navigation: Cover the standard operating procedures for common interaction types, including proper call flows, accurate logging requirements, basic troubleshooting guides, and critically, how and when to escalate an issue. switching from chat to call).

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Noble Systems

APRIL 3, 2020

Today, IVRs are revolutionizing the customer journey with clear messages that reflect the organization’s brand, providing an effective self-service tool. An “agent-less” system allows you to make special offers, send reminders and welcome messages, or complete collection calls without pulling agents away from other services.

Interactive Voice Response 90

Interactive Voice Response Call flow Abandon rate Contact Center 90

SharpenCX

AUGUST 18, 2020

When you do, productivity, morale and customer satisfaction suffer. Find omnichannel platforms with intelligent routing and call flows to help your customers get to resolutions faster. When they have a simple request, they can resolve it with self-service and bot-directed resources.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

When you do, productivity, morale and customer satisfaction suffer. Find omnichannel platforms with intelligent routing and call flows to help your customers get to resolutions faster. When they have a simple request, they can resolve it with self-service and bot-directed resources.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67