NobelBiz

FEBRUARY 27, 2024

This enables agents to provide personalized and efficient service by having immediate access to a customer’s history, preferences, and prior interactions. One of the primary advantages of CRM integration with contact center technology is call flow management. RELATED ARTICLE What is IVR?

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Upstream Works

SEPTEMBER 5, 2019

Let’s get back to basics with a few of these buzzy terms – what exactly they mean, how they are making an impact on the customer experience industry, and tips for successfully incorporating them into your CX strategy. Omnichannel. It’s important to take the term “omnichannel” with a grain of salt.

Contact Center 60

Contact Center Self Service Trends Technology 60

Natalie Petouhof

FEBRUARY 22, 2016

The combination of Contact Solutions advances the Verint Customer Engagement Optimization ™ portfolio with the addition of cloud-based solutions that enhance voice and mobile self-service through automation and analytics-driven personalization. Cloud-base Voice and Mobile Self-Service.

Self Service 40

Self Service Customer Experience Customer Service Omni-Channel 40

Think Customers

JULY 8, 2019

It’s an approach we at TTEC call “Smart Seasonal.”. TTEC’s Smart Seasonal approach hires and trains a mix of onshore, offshore, and @home employees, then manages call flow to deflect non-sales calls to lower-cost, pre-sales support channels. Yes, licensed onshore associates are required, but not for everything.

Insurance 40

Insurance Self Service Call Flow Average Handle Time 40