We live in the age of convenience – where everyone expects faster access to information, services, and more. For contact centers, it is critical to keep up with such expectations as customers don’t hesitate to switch to other service providers for a better experience.
Automating the customer identification & authentication process is one of the ways that helps enhance customer experience by saving them from repeating information to IVRs and contact center agents. From calling a contact center to confirming & authenticating the identity and getting the query resolved – automation can transform this whole process to serve customers better.
Download this Use Case to learn how NovelVox helps automate customer identification & authentication process for enhanced customer experience.
Agent – “Hi, I am Niomi from XYZ company. How may I help you today”? Customer – My washing machine broke, need to get it repaired. Agent – Sure, sir,
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The contact center is evolving rapidly in terms of technology, agent and customer experience. NovelVox being a contact center solution provider, believes in staying updated with contact center expectations and
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“Good morning Mrs. Jenny, this is Emma calling from XYZ company. Can I have 5 minutes of your time……” Does this sound similar? Yes, the call center agent script it
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Is your contact center business showing a drip? Are customer complaints increasing every day? Or the number of calls on hold is growing like never before? It can be an
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In a contact center, average handling time (AHT) is one of the key aspects to measure its overall performance. It provides insights into the contact center agent’s performance, and, also,
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Creating a memorable customer experience is the end goal of every contact center. To achieve this, contact centers need a seamless amalgamation of technology and an agent’s efficiency. So, it
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What if you got the powers to travel into the future? What’d you do? Explore different realms of the world? Well, Marvel movie characters are doing enough of that! A
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First Call Resolution (FCR) is said to be an indispensable factor for a contact center to measure and improve. It tells you how efficiently the agents handle the calls, how
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For years, the term “virtual agent” was relegated to second-class status in the call center milieu. Since call center managers didn’t pay much attention to the concept, they didn’t really
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Cost is no more the deciding factor for contact center software selection Contact center industry is undergoing numerous advancements that are targeted to achieve ever-rising customer expectations for a personalized
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Customer engagement needs to be transformed with time to meet the ever-evolving CX. The old school tricks and technology exist no more. With depletion in the customer base, it can
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From regular conversations to seasonal rush, chatbots deal it well Adapting to the changing environment is necessary for survival, and the same goes for the customer experience (CX) industry. Businesses
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Contact center solutions are powerful enough to make or break the customer experience You can imitate the best products but not the customer experience. And the present era is all
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Boost real-time engagement across channels Customer engagement needs to be transformed with time to meet the ever-evolving CX. The old school tricks and technology exist no more. With depletion in
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Empowering your employees to create an exceptional member experience In the digital era, repeatedly identifying themselves to the Credit Union is highly frustrating for the members. This increases call handle
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The future of customer experience revolves around being digital-first and engaging over channels based on customer preference. However, will adopting channels like web chat, social media, instant messaging, text or
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Is your agent required to copy/paste patient phone number in EPIC every time to pull records in order to offer assistance in appointments or billing? Or are you managing any
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Do your agents still need to switch screens multiple times while offering support to members over call? Do members still need to hold the call for long so that agent
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