Deflect More Calls – 3 Strategies For Your Contact Center
Call deflection is nothing new. You’ve probably been thinking about it… forever. But perhaps it’s become a bigger issue recently? Your contact center can handle
Call deflection is nothing new. You’ve probably been thinking about it… forever. But perhaps it’s become a bigger issue recently? Your contact center can handle
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
The modern call center is awash with incredibly sophisticated technology. In fact, ‘lack of tech’ is hardly ever the problem these days. You might even
An IVR system can be one of the most reliable pieces of equipment in the inbound call center. But don’t be too confident; regular IVR
In a recent post, I said that a good IVR system is more than a barrier to live agents. It’s the reason callers don’t need
IVR is probably one of your most useful pieces of tech. It saves money, it shrinks call queues and it saves agents from some of
Self-service or the human touch? The research suggests that the answer is not one or the other, but maybe “both”. Better still, “it depends”. As
Interactive Voice Response (IVR) is a key tool for contact centers. It automatically responds to customer queries with speech that’s either pre-recorded or generated dynamically.
A high volume of support calls to agents in your contact center is costly, and often inefficient, especially when a large number of the requests