Call Deflection Glossary
Need help understanding a term related to call diversion, call deflection, or Visual IVR? Search below for the information you need. Abandoned After Threshold A measure of calls
Need help understanding a term related to call diversion, call deflection, or Visual IVR? Search below for the information you need. Abandoned After Threshold A measure of calls
Call diversion/deflection is a hot topic across the CX space, particularly in the Banking, Insurance, Telecom, Healthcare, and Lending verticals. This page summarizes call diversio
For call centers, it’s a huge challenge: how do you reduce call volumes without compromising customer service or the operations budget? For a long time, this tension appeared
One of the most important insights our industry has gained over the past decade is that well-designed, personalized digital self-service experiences can drive better customer satis
For 2023, it seems that every large consumer-centric organization is talking about digital customer engagement. It’s a concept whose time has come. Digital media have provide
The average company spends $1 per minute providing live support on a customer service call. There are ways to reduce those costs without sacrificing quality customer service. One w
What if you could divert contact center calls by 50%, 70%, or even 90%? For many companies, that would translate to: Multi-million dollar customer support cost savings Near-total e
