Interactions

JULY 9, 2024

Customers can resolve issues in less time on the channel they prefer, while contact centers reduce live agent minutes, average handle times, and costs. Yet, before implementing a modern IVA solution, organizations should consider if they have the right elements in place to best optimize an IVA.

CRM 62

CRM Customer centricity Average Handle Time First call resolution 62

Interactions

JULY 9, 2024

Customers can resolve issues in less time on the channel they prefer, while contact centers reduce live agent minutes, average handle times, and costs. Yet, before implementing a modern IVA solution, organizations should consider if they have the right elements in place to best optimize an IVA.

CRM 62

CRM Customer centricity Average Handle Time First call resolution 62

NobelBiz

JULY 25, 2023

Christian Montes, Executive Vice President of Client Operations @NobelBiz The Multifaceted Channels of Interaction In a contact center, customer interactions unfold across a myriad of channels, each holding a unique treasure trove of insights.

Analytics 98

Analytics Call Center Contact center software Scripts 98

JustCall

MARCH 10, 2023

In an ideal contact center, all calls directly reach their destinations, and all agents handle every call perfectly. Fortunately, call center call flow is a secret ingredient that can bring you one step closer to this utopia. For starters, it may give your contact center a nudge towards digitization.

Call flow 40

Call flow Contact Center Interactive Voice Response Scripts 40

Comm100

FEBRUARY 5, 2018

It also helps reduce the amount of phone calls and emails received by contact centers. It also gives companies the opportunity to upsell products, and convert leads. Account marketing (marketing geared toward accounts with the greatest revenue potential). Email marketing (mass-marketing via email).

CRM 68

CRM Marketing Multichannel Self service 68

CCNG

DECEMBER 4, 2024

Read the fourth article in this series to discover how better QA can transform your contact center into a powerful revenue-generating engine. Contact centers, often viewed as cost centers, have significant untapped potential to drive revenue through effective sales techniques and upselling strategies.

Contact Center 195

Contact Center CCNG Upselling Revenue potential 195