Is evaluating IVR identification and verification (ID&V) success rates worth your time and attention?
To maximize customer loyalty and reduce costs, leading edge companies are using whole call analytics to examine voice interactions holistically.
Unnecessary and incorrect transfers are one of the biggest problems in large call centers. They frustrate customers and increase costs.
You don't need an expensive IVR project to improve self-service, reduce mis-routes, and improve IVR satisfaction.
Recently, cutting costs has become more important than ever - including in your service centers. One way to cut costs is by reducing your scheduled staff.
Traditional call center metrics focus on the agent's activity during and after a call, which provides an incomplete picture of what the customer actually went through during their entire interaction.
Learn how to close the gap between how customers experience service delivery strategy and how to manage contact center agents.
Read why you don’t need to study 100% of inbound calls to identify opportunities to improve self-service utilization or business processes.