If you’ve ever called up an organization and had an automated voice walk you through your menu options, you’ve interacted with an Interactive Voice Response system or IVR. IVR is a touchpad or voice-activated input system that routes calls and empowers customers to take a “self-service” approach when interacting with your organization.
If there’s one thing that’s constant in business, it’s technological change. With consumer expectations of contact centers at an all-time high, staying ahead of the customer service curve is vital. Here are the trends we expect to see in 2023 and how your organization can rise to the occasion.
The customer experience is everything. Your brand reputation hinges on the quality of customer interactions – which is why having dedicated customer service representatives is so vital. But too many businesses cut corners when it comes to customer service, forcing customers to play phone tag, wait in long lines, or worse, turn to internet forums …
No one likes to rely on other people for help. There’s something empowering about solving our own problems – we get to do it our way and without taking time away from someone else. No wonder the vast majority of customers try to solve a problem themselves before reaching out for help.
As your organization grows or you release new products or services, you’ll also experience an uptick in inbound call volumes. While your receptionist might be able to handle those calls in the short term, there’ll come a point where you’ll need a more efficient solution for answering and routing calls – freeing up your front …
You’ve heard of customer service and the customer journey. But what about the customer experience? Customer experience (CX) measures how your customers feel about your brand as a result of all the different interactions they’ve had with it, from seeing your ads to talking to a rep. It’s a reminder that customer perceptions are holistic and …
How Your Contact Center Can Optimize the Customer Experience Read More »
Is your organization planning an upcoming phonathon fundraiser? Make the most of your efforts with matching gifts—doubling donations and increasing donor engagement overall. We’ll walk you through exactly how you can do so in this guide.
Gone are the days of the traditional call center setup. Today’s customers want to be able to get in touch with brands on their own terms – and on the channels that work for them. And with the past few years driving customers increasingly towards instant, digital solutions, expectations have skyrocketed. To stay on your …
Does Your Contact Center Have These Three “Must Haves”? Read More »
Giving Tuesday is fast approaching, and according to the estimates, 2022 is going to be a record breaker. Whole Whale predicts that this year we’ll see $3.2 billion raised – up 18% from last year’s historic numbers. Here’s how to ensure that your contact center is ready to meet these incredible levels of donor interest.
The customer experience is everything. So, ensuring that your contact center is able to provide high-quality, efficient, and effective support is vital. Call recordings can deliver the feedback and data you need to make sure that your customer support is where it needs to be. Here’s what to know.
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