Latest Contact Center Best Practices

Aug 06

10 Best Practices to Reduce Stress within Your Contact Center

Posted by Kristen Braun on Aug 6, 2015 11:59:10 AM

Stress on the job is inevitable, especially in the call center industry, where studies show that 58.3% of call center workers were significantly more stressed (58.3% vs. 19.3%), depressed (62.9% vs. 4.6%), and anxious (33.9% vs. 1.4%) than before they started their position. Running your business effectively includes making sure that your employees have the tools and training necessary to be at their most productive. Eliminating stresses not only helps agents to enjoy their work experience, but enables them to focus on their daily tasks instead of external frustrations. Below are a few tips to keep your employees from pulling their hair out…

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Topics: call center software, best business practices, agent retention, best practices

Nov 18

Interactive Voice Response (IVR) Best Practices

Posted by Rachel Brink on Nov 18, 2014 8:56:00 AM

Accounting for 27% of the total call experience, Interactive Voice Response (IVR) service menus help shave approximately 20% in operational costs.  But despite the immediate cost benefits, recent surveys show 83% of consumers feel IVR systems provide little to no value or are purely to benefit a company’s bottom-line without much consideration to the customer experience.  In fact, apparently only 7% of organizations currently offer an interactive voice response solution capable of delivering a better experience that of a live representative.  So while IVR solutions can absolutely provide businesses with enhanced operational efficiencies one has to wonder at what cost if the solution is outdated, poorly implemented, or over-utilized at the expense of the very thing it hopes to deliver – superior customer service and experience.  

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Topics: customer service, call center, contact center, IVR technology, interactive voice response, best practices, IVR menu, interactive voice response menu, IVR