EPIC Connections

FEBRUARY 19, 2019

Successfully implementing any automation technology requires that you first design smart processes and call flows to reach the end goal of increased efficiencies and lower operating costs. A case study: A major financial company had automation, but the system was outdated. Another key to customer satisfaction is faster service.

Contact Center 54

Contact Center Call flow Interactive Voice Response Self service 54

Enghouse Interactive

FEBRUARY 9, 2021

AI can quickly determine where the service gaps are and propose approaches that have the highest probability of resolving these issues in real-time. Per Metrigy’s * most recent study, 71.6% AI-Enabled Self Service (34.8% If desired, the call flow can be routed to live agent support. planned, 46.5%

Contact Center 68

Contact Center Self service Chatbots Gamification 68

SharpenCX

AUGUST 18, 2020

Way back in 2019 (it feels like a decade ago, I know), a CCW Market Study found that only 11% of customers felt like brands genuinely cared about improving their experiences. With physical shops and workplaces shutting down, consumers were forced to turn to digital channels, like chat, self-help knowledge bases and texting, for support.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

Way back in 2019 (it feels like a decade ago, I know), a CCW Market Study found that only 11% of customers felt like brands genuinely cared about improving their experiences. With physical shops and workplaces shutting down, consumers were forced to turn to digital channels, like chat, self-help knowledge bases and texting, for support.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

Enghouse Interactive

SEPTEMBER 3, 2021

Delivered from the cloud “as a Service”…enabling you to use these capabilities together across your organization as required, with the maximum amount of operational flexibility and security possible. A recent Metrigy* research study found that 62.8% Increases productivity by improving call flows.

contact center solutions 68

contact center solutions Contact Center Call flow Enterprise 68

Enghouse Interactive

SEPTEMBER 20, 2021

Delivered from the cloud “as a Service”… enables you to use these capabilities together across your organization as required, with the maximum amount of operational flexibility and security possible. A recent Metrigy* Research study found that 62.8% EnghouseUC will make it possible to achieve what Metrigy** found at 61.9%

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

3CLogic

MAY 26, 2022

According to Adobe’s study into digital trends, many organizations are feeling the effects of not prioritizing the customer experience. In Adobe’s study, senior executive respondents agreed the events during this time rewired customers to be digital-first. Why Customer Experience Management Is Important.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

NobelBiz

AUGUST 13, 2024

Unlike the old PBX systems, a VoIP solution requires minimal on-site hardware and provides an excellent, lean, and cost-effective way of handling voice calls, provided the contact center has an internet connection. Related Article Mastering Call Flows: Enhancing Customer Experience and Operational Efficiency 22.

voip 52

voip Call Center Interactive Voice Response Customer Service 52

NobelBiz

FEBRUARY 27, 2024

Read Case Study Watch video What to Optimize to Boost Call Center Performance Agent Performance Optimizing agent performance is crucial for improving call center operations and, by extension, the customer experience. One of the primary advantages of CRM integration with contact center technology is call flow management.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

NobelBiz

JANUARY 30, 2024

Read Case Study Watch video Adaptive Call Routing: A Game-Changer for Call Deliverability One of the key advanced techniques is Adaptive Call Routing. This is the kind of technology that utilizes advanced algorithms to modify the routing of outbound calls in response to real-time feedback.

Call Center 103

Call Center Interactive Voice Response Telecommunications Contact Center 103

Hodusoft

APRIL 17, 2024

To eliminate any doubt let’s look at this study’s findings. As per a study conducted by the Aberdeen Group, auto attendant technology can reduce customer service costs by up to 30 percent. Conversational Language Auto attendance receives all incoming calls and engages customers and callers in conversational language.

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

SmartAction

SEPTEMBER 14, 2020

What are the types of applications/calls that make the best use of AI self-service? Invariably these calls (or chats) are transactional in nature. If it involves asking questions, gathering information then taking action or passing to a live agent to finish the call, it’s perfect for automation.

Virtual Agent 45

Virtual Agent Self service outsourcing Call flow 45

3CLogic

APRIL 17, 2023

These new technologies promise some amazing leaps forward for service delivery, such as voice-enabled self-service. One example (of many) as to how an IVR that is well integrated with your CRM can enable better, more personalized service is the ability to offer critical self-service support during an outage.

Interactive Voice Response 52

Interactive Voice Response Self service CRM Contact Center 52

3CLogic

AUGUST 4, 2022

A 2022 CCW Market Study reveals that 76% of customers say that they view phone interactions as the most trustworthy for receiving support. Understandably, voice has also remained a priority for most service teams. These are repeatable tasks you can call upon to do everything from creating an incident to authenticating a user.

Interactive Voice Response 52

Interactive Voice Response call center solutions Call flow Call Center 52

Enghouse Interactive

APRIL 28, 2019

When complemented with self-monitoring capabilities, where agents can evaluate themselves, this has been shown to produce significant overall operational improvements and cost savings. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

When complemented with self-monitoring capabilities, where agents can evaluate themselves, this has been shown to produce significant overall operational improvements and cost savings. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT.

Quality management 40

Quality management Management Scripts Call flow 40

Tethr

OCTOBER 2, 2020

What’s interesting to note about this one may have immediately become apparent if you’re looking at the call flow illustration above. So, an effortless customer interaction begins with the very things I’ve been coaching my customer care team, my call center floor managers and supervisors (or maybe even been coached myself!)

Customer effort 104

Customer effort Customer Care Coaching Surveys 104

JustCall

FEBRUARY 6, 2023

IVR offers total freedom and at-scale self-service to customers and ensures faster resolution of customer queries. Call Recording Call recordings help you draw crucial insights from the length of pauses or voice tone – things you can miss by just reading a call transcript. Why Choose JustCall? Why Choose Dialpad?

voip 52

voip Interactive Voice Response CRM Contact Center 52

JustCall

MARCH 10, 2023

JustCall JustCall is among the best Ucaas services on the market with its package of essential unified call features. In fact, one study shows that 70% [1] of professionals prefer flexible working options today. By including UCaaS in your business, you would be able to attract and retain the top hybrid talent in the industry.

voip 40

voip APIs contact center solutions Contact Center 40