Hosted IVR: Is It Really What Your Customers Want?
Quick Sprout
by Lars Lofgren
2w ago
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 […] The post Hosted IVR: Is It Really What Your Customers Want? appeared first on ..read more
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The Only KPI That Matters: First Call Resolution. Here’s Why
Quick Sprout
by Lars Lofgren
2w ago
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 […] The post The Only KPI That Matters: First Call Resolution. Here’s Why appeared first on ..read more
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The 5 Stages of Blog Growth and Traffic Tactics
Quick Sprout
by Lars Lofgren
2w ago
If you know exactly what you’re doing, you can build a blog from scratch that gets over 100,000 visitors per month in less than a year. Of course, that usually requires some great conditions and a lot of things to go right.  Still, even if you don’t know exactly what […] The post The 5 Stages of Blog Growth and Traffic Tactics appeared first on ..read more
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Getting Unwanted Calls? Use the Do Not Call List (With Ease)
Quick Sprout
by Lars Lofgren
2w ago
There’s nothing worse than a spam call interrupting your day. Fortunately, there are a few easy ways to prevent them entirely. Each method is completely free and takes only a few minutes to set up.  Although you may still get the occasional cold call from organizations in the non-profit or […] The post Getting Unwanted Calls? Use the Do Not Call List (With Ease) appeared first on ..read more
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9 Call Center Integrations You Can’t Afford to Overlook
Quick Sprout
by Lars Lofgren
1M ago
Gone are the days when each piece of software existed in a vacuum. Thanks to APIs (Application Programming Interfaces), software now communicates between each other easily. However, businesses often buy software without considering what they truly need—especially when it comes to call center solutions. When you start using a call […] The post 9 Call Center Integrations You Can’t Afford to Overlook appeared first on ..read more
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5 Reasons Your Customers Hang Up During Your IVR Menu
Quick Sprout
by Lars Lofgren
1M ago
Interactive Voice Response (IVR) menus are a quick and easy way to enhance the customer support experience that your company can offer over the phone. They allow callers to navigate through self-service menus by pressing numbers on their keypads or by speaking with an automated conversational response system.  IVRs that […] The post 5 Reasons Your Customers Hang Up During Your IVR Menu appeared first on ..read more
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Normal Caller ID Not Good Enough? Here’s the Best Alternatives
Quick Sprout
by Lars Lofgren
1M ago
Caller ID has been helping us screen calls from telemarketers, ex-partners, and overly chatty relatives since the late 1980s. Nevertheless, spam callers keep finding new ways to get around it. In fact, it’s gotten so bad that a prevailing opinion these days is to avoid picking up any call that […] The post Normal Caller ID Not Good Enough? Here’s the Best Alternatives appeared first on ..read more
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5 Surprising Things Call Detail Records Can Help You Manage
Quick Sprout
by Lars Lofgren
1M ago
When running a call center, it behooves you to check your CDRs (Call Detail Records) from time to time.  These are not full scripts of entire conversations, but rather, a stored log of information about every phone interaction between your call center agents and your customers. Typically, the details include […] The post 5 Surprising Things Call Detail Records Can Help You Manage appeared first on ..read more
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Is Cloud Calling Right for Your Business? Probably
Quick Sprout
by Lars Lofgren
1M ago
Cloud calling—also known as telephony—might just be the best phone system set-up for your business for a long list of reasons. It’s flexible, inexpensive, and it doesn’t require a lot of equipment or technical knowledge. But cloud calling isn’t a one-size-fits-all solution. Rather, it’s an option that can work well […] The post Is Cloud Calling Right for Your Business? Probably appeared first on ..read more
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When to Use Automatic Call Distribution (And When to Avoid It)
Quick Sprout
by Lars Lofgren
1M ago
Automatic call distribution (ACD) is a technology used in call centers to distribute incoming calls evenly among customer service agents. ACD helps you make sure every calling customer is connected to an agent as quickly and efficiently as possible. ACD might sound like a great idea for every type of […] The post When to Use Automatic Call Distribution (And When to Avoid It) appeared first on ..read more
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