Who enjoys calling a company and waiting forever on hold? No one! Absolutely everybody hates wasting their time this way. Automatic callback, (AKA “virtual queuing”)
Post summary: AHT makes a poor agent target but remains an important number for call centers to monitor Call centers which manage to organically reduce
SMS messaging is one of the great under-used customer service tools. Everyone understands it. Everyone can access it. It’s rock-bottom cheap compared with taking a
When it comes to IVR, contact centers walk a fine line. On the one hand, it can be one of the fastest, cheapest and most
What does IVR stand for? IVR stands for Interactive Voice Response. It’s a customer service system that callers can interact with, either by speaking to
