Interactive Voice Response, Seminar and Wait times

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Interactive Voice Response

Seminar

Wait times

Call Center Optimization: 5 Methods to Improve Your Operation

Fonolo

AUGUST 17, 2021

During peak call volume periods, make sure you don’t understaff as this leads to overwhelm for your agents and long wait times for customers. Similarly, during slower call volume times, make sure you don’t overstaff. When too many agents are scheduled for a shift, idle time usually increases.

Call Center

Call Center Abandon rate Average Handle Time First call resolution

Artificial Intelligence and the Customer Journey

Horizon CX

MARCH 19, 2022

If you speak too soon, you’ll hear; “I’m sorry, I didn’t understand that response, please try again.”. If you get this far, enter the dreaded wait time; “Your call is important to us. Your approximate wait time is 16 minutes.” And finally, after all this hassle, enter the offer to complete an IVR survey.

Surveys

Surveys Interactive Voice Response Average Handle Time Wait times

Customer Contact Central

Call Center Optimization: 5 Methods to Improve Your Operation

Artificial Intelligence and the Customer Journey

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