Webinar · 19 Dec 2024
From call abandonment to customer engagement: How to transform CX in your contact center
Speakers
Jenn Cunningham
Senior Manager, Strategic Product Marketing, PolyAI
Nicole Raynor
Head of Customer Success, PolyAI
Myles Hornsby
Senior Solutions Consultant
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Are your customers getting the efficient and accurate service they expect when they call?
Many customers are met with long wait times and pre-recorded messages telling them to go online instead. It’s difficult for customers not to take it personally, especially in a world where they can just as easily take their business elsewhere.
High call abandonment rates indicate frustrated customers and can lead to lost revenue.
In this webinar, we’ll explore how to address call abandonment by first understanding its root causes and why traditional solutions often fall short. We’ll guide you in assessing your current challenges, setting realistic goals, and providing a step-by-step approach to improving customer engagement and reducing call abandonment.
- Understanding call abandonment Discover how to pinpoint the underlying reasons for call abandonment in your contact center, including issues with IVR design, staffing, and peaks in call volume
- Setting effective goals Learn how to set and achieve clear, actionable goals to reduce call abandonment rates, minimize wait times, and enhance self-service options for a better customer experience.
- Enhancing customer experience with voice AI Explore how voice AI can transform your customer service by automating routine tasks, streamlining processes, and delivering more personalized and efficient customer interactions at scale.