Hosted IVR: Is It Really What Your Customers Want?

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Customers have grown accustomed to the perks, flexibility, and convenience of cloud computing-hosted platforms. In customer service terms, these include personalized interactions, 24/7 access, self-service options, and AI-enhanced features.  A hosted interactive voice response (IVR) is an automated telephone system that operates from a remote server, which users can access […]

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7 Contact Center Trends That’ll Change How You Operate

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2024 will be an interesting year for call centers. In particular, although providing top-notch user experiences will still be high on everyone’s priority list, service agents themselves may be in for a ride.  Many firms are already implementing AI tools to automate simple issues and offer customers self-service options for […]

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The Only KPI That Matters: First Call Resolution. Here’s Why

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There’s a ton of different call center metrics out there, but there’s just one that you absolutely need to nail: first call resolution. Nothing kills customer loyalty more than not getting solutions right away. Resolving a customer’s query or issue on their very first call is a surefire way to […]

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20 Call Center Scripts You Can Steal (And How to Use Them)

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Call center scripts can be an effective tool for agents to use during customer interactions. They provide agents with a structure on how to interact with customers and ensure important information is communicated consistently and accurately.  However, while they’re helpful, they can also become limiting if your agents begin to […]

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