Uniphore

JANUARY 21, 2022

Conversational AI and automation can solve many self-service woes. AI-powered intelligent virtual agents (IVRs) make it easier for members to update their policies, schedule routine healthcare and ensure appointments are made. This can potentially save healthcare organizations millions in losses and recovery costs.

Healthcare 98

Healthcare Virtual Agent Interactive Voice Response Self service 98

SharpenCX

APRIL 8, 2020

Include updates and important messages in your IVR. Customers interact with your IVR before they reach a queue. Proactively serving up helpful info in your IVR – like disclosing excessive wait times – prevents queue overflow and pointless agent interactions. Infuriated, I called the customer service line.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

Noble Systems

MAY 20, 2021

Voice Technologies encompass a broad scope, from speech and analytics engines, IVR, and self-service solutions including chatbots, headphones, and voice-activated applications and services that maximize NLP, NLU, NLG, AI, and more. A conversation with Chris Hodges and Ellwood Neuer at Noble Systems.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

SharpenCX

AUGUST 4, 2021

And, put bots into your omnichannel system’s workflow to search for self-service articles and pass them along to customers via live chat or through your IVR. Better yet, you can solve problems instantly in your IVR when you write the right rules.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

Interactions

JUNE 24, 2021

IVRs, DTMF, and menu trees aim to help companies with sorting and deflecting traffic so that customers can get to the correct department more quickly. For technology that is truly going to support a speedy resolution, the entire interaction needs to be taken into account, not just the first few seconds. Agent optimization.

Customer Experience 71

Customer Experience Self service Surveys Interactive Voice Response 71

NICE inContact

OCTOBER 2, 2019

Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options. The study found that a significant portion of companies – 40% – are very likely to invest in four or more channels to improve the customer service experience. Interested in learning more?

Benchmark 60

Benchmark Interactive Voice Response Chatbots Self service 60

Interactions

MAY 6, 2021

Traditional automation systems, like IVRs, often open calls for brands before passing off to a human agent. While this does reduce the initial wait time, the technology is not sophisticated enough to add value to the interaction. Earlier in the blog we talked about how traditional automation systems simply act as a directing service.

Self service 62

Self service Interactive Voice Response Contact Center Wait times 62

Interactions

FEBRUARY 25, 2021

Offer self-service options to decrease wait times. Self-service allows scalability so that more customers can be served, which decreases or eliminates wait times. By offering self-service options, customers have the ability to manage their own inquiries on their own time.

Best practices 62

Best practices Wait times Self service Contact Center 62

Interactions

APRIL 16, 2020

Self-Service. They don’t just want immediate care without wait times, they want the opportunity to self-serve. And, they want your best agent, every single time they interact with your brand. According to Gartner, by 2022, 85% of customer service interactions will start with self-service, up from 48% in 2019.

Self service 71

Self service Contact Center Upselling Interactive Voice Response 71

Babelforce

APRIL 28, 2021

Offering self-service support will help, as will hiring more reps. What’s more, you can use your IVR to collect information about the problem when the customer calls. 3 Use self-service to let customers help themselves. Self-support support helps you fulfill both these criteria.

Call Center 52

Call Center Customer Service Average Handle Time Interactive Voice Response 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 Resource Ebook | 16 Must Have Productivity Tools for your Contact Center 6. Related Article What is IVR?

voip 52

voip Call Center Interactive Voice Response Customer Service 52

Mindtouch

JUNE 12, 2019

Thus, while the customers are trying to self-serve, the experience they typically run into ends up being high-friction, low-value. Why today’s customer self-service journey requires next-gen knowledge management. Download the free ebook. Connect with Customers Start to Finish.

Chief Customer Officer 78

Chief Customer Officer Customer Care Interactive Voice Response Customer centricity 78

SharpenCX

OCTOBER 1, 2023

The internet is rife with articles about using AI-powered self-service and automation to personalize at scale, but fewer focus on your agents’ ability to create a more personalized experience—human to human. Shocking, but true. Have they already engaged with another agent about this same inquiry?

Personalization 67

Personalization Customer Experience Interactive Voice Response Contact Center 67

BlueOcean

MARCH 31, 2021

Backed up orders, ticket back logs, and overwhelmed websites will all lead consumers to their phones, whether it’s to make a direct phone call or to scroll through self-service options. But it also made an impact on customer behavior, particularly with self-service customer care. How will that impact you going forward?

Customer Care 62

Customer Care Self service Contact Center Healthcare 62

BlueOcean

APRIL 30, 2021

A mid-pandemic study from Noble Systems saw 29% of companies with increased IVR use, 26% with increased live chat use, and 44% with increased email communication. For more insights, grab a copy of our latest eBook: Customer Care Outsourcing Amidst Uncertainty: A Pandemic Resource.

Customer Care 62

Customer Care Interactive Voice Response outsourcing Self service 62

Fonolo

JANUARY 31, 2018

Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.) There’s some overlap with our recent post Chatbots Won’t Save Us From IVR Hell , we also covered chatbots in our most recent webinar.). For more on this topic, see our eBook Guide to Call Center Metrics.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Noble Systems

MAY 11, 2021

Businesses in a variety of industries rely on ASR to direct callers to the right department or person through an IVR system. For contact centers, ASR is often the first point of interaction between a brand and its customers, and is fundamental to gaining consumer insights through conversation analytics. Self-service 24/7.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

Babelforce

NOVEMBER 25, 2021

You don’t track time spent on hold or time in IVR. These types of automation don’t only speed up calls; they also help agents improve the service they offer. Check out our eBook on contact center automation for even more tips!). #2 CSat is a crucial CX metric that gauges how customers truly feel about your service.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Enghouse Interactive

OCTOBER 27, 2021

Download our Artificial Intelligence eBook Listen. Once that insight has been extracted, validated, and refined (remember, speed is important here as customer expectations change quickly) it must be acted on when it matters most… when the customer expects it to be. Therefore, organizations must act with clear objectives and commitment.

Upselling 86

Upselling Contact Center Analytics Surveys 86

Babelforce

FEBRUARY 2, 2021

If your conversational IVR system solved the customer’s issue, you want them to hang up without reaching an agent – it’s the definition of success. Customer self-help portals and IVR systems are some of the most effective ways to solve a case of high Call Abandonment Rate. Some callers hang up for good reasons.

Abandon rate 40

Abandon rate Interactive Voice Response Wait times Contact Center 40

aircall

JULY 7, 2021

Self-Service Analytics. Self-service analytics mine data from self-service communication channels, such as FAQs, blogs, and ebooks. Self-service analytics identify the most searched keywords, questions, and phrases so you can create better self-service channels.

Call Center 62

Call Center Analytics Self service Sales 62

Nicereply

JANUARY 18, 2023

Why you should use help desk software Help desk software typically comes with a set of helpful features (like ticket automation, SLA management, analytics and reporting, self-service capabilities, etc.) that make things easier for both – support agents and customers. Early-stage startups can get Zendesk free for 6 months.

Self service 52

Self service Enterprise Analytics APIs 52

Global Speech Networks

JANUARY 10, 2022

Here are a few solutions that financial organisations employ to gather customer feedback and touch points into a single, cohesive story: IVR / Chatbots / Virtual Agents . Automation and self-service options give customers the ability to interact quickly and simply with your organisation. How to obtain a 360 customer view.

Brand ambassadors 52

Brand ambassadors Virtual Agent Quality management Analytics 52

Babelforce

FEBRUARY 24, 2021

Unlike traditional IVR systems , which are limited in scope, a conversational system can process a wide range of inputs. This simple action keeps thousands of calls per year in self-service. To find out more, download your free contact center automation eBook now. Gathering and confirming customer data.

Interactive Voice Response 52

Interactive Voice Response Contact Center Self service Surveys 52

Babelforce

MARCH 26, 2020

Self-service tools! Most customers would actually rather solve their own problems instead of having to contact customer service. By having a self-service option available, such as help-centers, forms, and self-help articles, the customer can easily serve themselves and solve their own problem! (And

Feedback 52

Feedback Customer effort Surveys B2C 52

SharpenCX

MARCH 24, 2020

Or, maybe your service lacks a personal touch. Find ways to improve your customer journey — whether through automation, smoother omnichannel support, or a better IVR. Customers want a response in under five minutes (and in only seconds for live chat). Do they need coaching on de-escalating tough conversations with customers?

industry standards 52

industry standards Metrics Call Center Wait times 52

Playvox

JUNE 22, 2023

Offer omnichannel support options such as an AI-powered chatbot and other self-service options and menu options to reduce the need for some live agent calls. Calls Handled This measures the number of calls handled overall or by a specific agent or IVR system over a given period of time.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

NobelBiz

MAY 24, 2021

You can learn more about the pros and cons of each technology, and all you need to know about cloud migration in our ebook On-premise vs. Cloud Contact Center Solution: Benefits and challenges. IVR: Use personalized prompts and predetermined self-service options to filter clients and prioritize calls.

Cloud contact 52

Cloud contact Contact Center call center software SaaS 52

Fonolo

NOVEMBER 7, 2017

The IVR experience (“press 1 for this… press 2 for that…”) has long been part of the contact center. Many people see chatbots as a natural replacement for the core functions of the IVR. Second, most of the aspects of IVRs that make them hated are likely to translate directly to chatbot form. How Much Do We Hate IVR’s?

Interactive Voice Response 118

Interactive Voice Response Chatbots Abandon rate Contact Center 118

Babelforce

SEPTEMBER 17, 2020

In this post: Why are IVR solutions idiots? How do IVRs create problems? What’s the *solution* for IVR solutions? Your free guide to IVR automation (eBook). Erm… why are IVR solutions idiots? When a caller reaches an inbound call center , the IVR is the first system that they’re going to interact with.

Interactive Voice Response 52

Interactive Voice Response APIs Self service CRM 52

Uniphore

JUNE 10, 2021

25% Lack of self-service options. Download eBook. Use Self-Service to Handle High Call Volume. By creating a guided digital self-service experience for your customers, you can help them solve many of their own issues–without ever engaging an agent. Bring the Service Back to Self-Service.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98