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Customer Experience

Customer speaking to your IVR

Is it time for your call center to use conversational IVR?

18:59 07 October in AI in the Call Center, Artificial Intelligence, Call Center, Customer Experience, IVRs by prashanth

The advantages, disadvantages, and 5 realistic use cases for conversational AI When it comes improving and enhancing customer service and support processes, AI holds incredible promise for both support and sales call centers. Especially with discerning customers wanting service quicker, faster, and as stress-free as possible. (Also...

Call Queue Management

00:00 25 October in Customer Experience, Telephony For Support by anita

Call centers exist to provide speedy customer service and issue resolution. Speed is key; achieved through efficient call queue management. What is call queue management? Simply put, call queue management is the management of call queues to ensure minimal customer wait time and fair workload distribution. When...