Call Center

voice recognition

6 Considerations in Outsourcing IVR 

Like most technology, Interactive Voice Response (IVR) has evolved over the years. From automatic switchboards to completing self-service tasks like activating a credit card or paying a bank bill—IVR has modernized companies with Intelligent Virtual Agents. If you want to stay competitive in today’s market, you might want to think about further automating your IVR …

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Live agent speaking with a customer

Optimize CX with Live & Virtual Agents

Even in today’s world of text-based chatbots and social media support channels, 76% of customers still use voice when contacting customer service. That’s significant. And when customer experience and customer satisfaction are often the key differentiators, determining whether a customer will stick with you or turn to a competitor, making sure your voice channel is …

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Angry businessman caller talking on phone disputing over computer problem

To Address Caller Frustration, Focus on CX, Not Cutting Costs

The global interactive voice response market has a projected 7% CAGR through 2023, with revenues of more than $3.7 billion USD. This is because IVR has been proven to benefit both customers and companies: For customers, surveys have established that they prefer to use the voice channel because it’s familiar to them; further, they appreciate …

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tired employee

The Path to Contact Center Automation First Starts With Manual Work

Let’s talk in business clichés for just a moment: If you had to pick the “low-hanging fruit” of processes in your contact center that could lead to the “most bang for your buck,” what would they be? Just in case clichés aren’t your thing, we’re simply asking you to think this through: Which least valuable …

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survey

How Your Contact Center Can Become the Key Driver of Customer Survey Responses

Well, we’re here, and it’s happening: Back in 2013, Walker Insights made the bold prediction that, by 2020, customer experience would overtake price and product as the key brand differentiator –and today’s customers are reporting that it’s true. Consider the following findings from Salesforce Research’s State of the Connected Customer report, second edition: 80 percent …

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call-automation

How Your Business Can Hit the 90/10 Rule for Call Automation

Businesses love numbers, so it’s no surprise that historically a fair amount of energy has gone into trying to quantify paths to success. Examples include the 80/20 rule of sales as well as a traditional benchmark for contact centers that states 80 percent of your calls should be answered in 20 seconds or less. However, …

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call-guidance_opt

How to Reduce the Cost of Outbound Calls

In the realm of the contact center, keeping down the cost of outbound calls is a primary focus. The goal should always be to manage outbound call cost with customer experience quality. Getting the balance right means implementing a multi-pronged approach that optimizes agents, support staff, technology and training. Start with a Call Calculation Contact …

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call guidance

How You Can Complete Transaction Calls in 90 Seconds or Less

Yes, we said it. Transaction calls are possible in 90 seconds or less. The secret lies in how your self-service system works. If it runs smoothly and without wait time, a minute and a half is the maximum amount of time it should take your customers to work through an average transaction call, such as making a credit card payment over the phone.   …

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