How Intelligent Call Routing Can Prioritize Your Inbound Contact Center Calls

Posted by 3CLogic on Dec 22, 2021 2:00:00 PM

Now that the customer experience (CX) is overtaking price and product as a brand’s key differentiator, organizations are increasingly seeking ways to minimize hold times and improve interactions. But many contact centers lack control over when a call is answered and by whom, and they often have no way of identifying callers prior to speaking with them. 

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Topics: IVR, call handling procedures, intelligent routing

How patient are customers when it comes to waiting on hold?

Posted by Rachel Brink on Jul 8, 2015 11:17:40 AM

Despite the fact that speed is consistently ranked the number one factor to a great customer experience, and alternative channels tend to offer more immediate assistance than phone (self-service, chat, etc.), 79% consumers still prefer voice based service. And while none would argue against the fact that consumers prefer to be helped quickly when seeking support via the telephone, recent studies suggest they don’t mind waiting on-hold as much as many would assume. In fact, according to a recent PH Media poll of over 2,000 Americans, more than 55% of callers were okay with waiting on hold for more than a minute. The results varied based on region, and can be broken down as follows:

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Topics: inbound contact center, inbound calls, call handling procedures, call-back

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