If you’ve spent your life a long way from civilization — without phone service — you might not have come across an IVR. If you're like most people in the world, though, you’ve probably already carried on many conversations with different IVR systems.
Connect First Blog Posts
So much is automated — our ATMs, our parking vouchers, even our customer service. And with the rapid advancement of technology, the automation will only increase. It may seem (since our eyes are so often glued to our cell phone screens) that the need for human interaction is diminishing, but if you’ve ever called a company’s customer service line to resolve an issue, you know the contrary is true.
Five Questions To Ask Before Investing In New Contact Center Technology
You’re heading into 2016 with a fresh budget and a long list of new customer service technologies you want to explore. From cutting-edge virtual agents to workforce automation technologies, there is no shortage of enticing solutions on the market vying for a place in your contact center.
You’re trying to build a contact center that differentiates itself with its amazing customer experiences, and in doing so, you’re on the right track to success.
For hungry folks entering a restaurant, it’s a misery to encounter an obviously friendly, customer-centric waitstaff that is visibly suffering from heavy order volumes and poor collaboration with the kitchen.
How to Prevent Calls From Bottlenecking in Your Contact Center
It’s 4 p.m. and one of your customers has an urgent matter that he or she needs to clarify with an agent over the phone. Unfortunately, this is one of the busiest call times at your contact center.
Right now you’re under pressure to reduce call wait times in your contact center to decrease hang-up rates. And as a result of this pressure, all options for expediting customer interactions are on the table.
This is your contact center phone system talking. Remember me? I was around during the early days of customer service, back when voice-based communication was one of the only ways of handling inbound and outbound customer service requests.
Your understaffed and overworked contact center is like a sinking ship, with heavy waves of customers flooding your phone lines. As a result of your tsunami-like call volume, your agents must work extra hard to keep up with demand. In effect, this is driving up contact center costs, as agents must spend more time handling inbound calls and less time focusing on profit-driving initiatives.
Is your enterprise just waking up after a long winter's nap? It may be time for some contact center spring cleaning. Now that we have finally turned the corner into spring it's time to break out the scrub brushes and brooms and implement some fresh changes in your customer contact center.