Talkdesk

DECEMBER 23, 2020

The Spring 2020 rollout of the first and second rounds of the Paycheck Protection Program (PPP) was tarnished by exceedingly high call volumes, excessively high call handling and wait times for small business owners contacting banks for a lifeline.

Banking 126

Banking Contact Center Insurance Self Service 126

Think Customers

JULY 8, 2019

Open enrollment has become a make-or-break time for insurers. Companies essentially restart the process each year, accruing higher costs every time. Companies essentially restart the process each year, accruing higher costs every time. And call-back assist tools shorten customer wait times and improve NPS.

Insurance 40

Insurance Self Service Call Flow Average Handle Time 40

NobelBiz

AUGUST 13, 2024

This feature helps manage large call volumes by reducing the burden on live agents, allowing them to focus on more complex customer inquiries. For call centers, an auto attendant ensures that every call is directed accurately, minimizing wait times and improving the overall customer experience.

Call Center 52

Call Center Contact Center Customer Service Self Service 52

NobelBiz

FEBRUARY 22, 2023

Agent routing skills, artificial intelligence, and automation are all beneficial in optimizing call flow and guaranteeing greater FCR. Data must be centralized: it is best to avoid switching platforms or transferring calls. For instance, suppose a consumer call for an insurance claim.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

FEBRUARY 15, 2023

Agent routing skills, artificial intelligence, and automation are all beneficial in optimizing call flow and guaranteeing greater FCR. Data must be centralized: it is best to avoid switching platforms or transferring calls. For instance, suppose a consumer call for an insurance claim.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

Call Experts

SEPTEMBER 1, 2022

While simple IVR systems are great for basic customer service, sophisticated ones will leverage speech recognition and help companies improve their call flow and reduce wait times. The main advantage of using automated phone answering services is that it saves you time and money!

System 52

System Call Center Call Flow Customer Retention 52