Contact Center Blog for Customer Experience

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IVR Benefits

Increase customer satisfaction by offering personalized call treatment.

Decrease call times.

Improve efficiency and productivity.

Automated speech recognition.

Free up resources through automation.

Increase first contact resolution by routing to the appropriate agent.

Reduce operational costs.

Track and report the journey of every call.

Gain

Automated Speech Recognition

Take your IVR to the next level with Automated Speech Recognition (ASR). ASR lets you remove the constraints of a standard touch-tone IVR application to enhance the customer experience. Customers are able to speak their needs using natural language. ComputerTalk also offers voice biometrics to authenticate users through their voice.

IVR and Contact Center Continuity

IVR applications are not always able to answer all inquiries. Sometimes customers have complex or non-routine issues and need to be transferred to a contact center agent. ComputerTalk's IVR and ice Contact Center are both built using the iceWorkflow Designer tool to provide a seamless and continuous flow of information between IVR and contact center.

Outbound IVR

Don’t wait for your customers to call you. Proactively reach out to them using outbound IVR applications. Deliver automated outbound communication that simply plays a message and disconnects or plays IVR prompts where prospects can interact with menus

How to Scale Call Center Operations with Microsoft Teams

by Anastasia Micic | Published On January 5, 2024

Learn how Microsoft Teams integration empowers call centers to scale efficiently, ensuring seamless operations and exceptional customer experiences.

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How to Enhance Every Touchpoint in a Customer’s Journey

by Nicole Robinson | Published On December 23, 2023

Discover key strategies to enhance customer journeys with effective touchpoint analysis and customer experience enhancement.

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Should You Merge Traditional and Digital Communications?

by Erina Suzuki | Published On December 18, 2023

Isolated contact center solutions incur significant costs for businesses and impede their ability to meet evolving customer demands.

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Contact Center for Credit Unions: 3 Ways ComputerTalk Improved SCCU’s Operations

by Anastasia Micic | Published On December 15, 2023

It's important for banks and credit unions to provide seamless member support through their contact centers. Learn how ComputerTalk’s ice solution made a quick and measurable impact on a BC-based credit union.

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The Rise of Remote Contact Centers: Leveraging Technology to Serve Global Customers

by Nicole Robinson | Published On December 14, 2023

With the prevalent interconnected global marketplace, the dynamics of customer service are shifting rapidly. Remote contact centers are emerging not just as a novel concept but as a critical component for businesses.

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Cloud Contact Center vs. On-Premises: What’s the Difference?

by Kent Mao | Published On December 13, 2023

When it comes to contact center solutions, there are more options now than ever before.

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The 3 Best Gifts to Give Your Customers This Holiday Season

by Shaundalee Carvalho | Published On December 11, 2023

With the holidays upon us, it’s officially the season for giving! As you think about the different ways you plan on giving this year – to friends, family, or those in need – be sure to consider how you can give to your customers as well.

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Sample Applications

The key to a successful IVR application is design. A well-designed IVR means a frustration-free experience for customers. Working with one of our IVR specialists, you can rest assured that your applications will send customers to the right place, without needless transfers.

We have built thousands of IVR applications for our clients. Below is a list of sample IVR applications. For a more comprehensive list, contact an IVR expert here.

Appointment Scheduler
Auto Attendant
Bill Payment
Billing and Account Inquiry
Call Routing
Check Ordering
Claim Filing and Processing
Credit Card Activation
FAQs
Hear Shift Schedules
Listen to Human Resources Listings
Policy Renewal or Coverage Changes
Traffic Enforcement - Pay Tickets by Phone

Auto Attendant

ComputerTalk’s auto attendant capabilities can be a standalone application or part of the whole contact center system. Callers no longer need to remember extension numbers; they just need to speak the name of the person or department they wish to contact.

Advantage

When your IVR applications are built on the same technology as your contact center, you avoid additional support and integration costs. You are able to view comprehensive reports relevant to your IVR and contact center to provide you with the information you need to make informed decisions. ComputerTalk's IVR is easy to update to accommodate your changing business needs.

The Ultimate Duo: Everything You Need to Know About Enhancing Your Customer Service with a Chatbot or Live Chat

To maximize the benefits of Chatbot and Live Chats to achieve your overall customer service goals, you need to understand what they are and each of their benefits.

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The Pros and Cons of Working from Home – And How to Address the Cons!

Since the COVID-19 pandemic began, society has seen significant growth in the prevalence of remote work. In the early days, it was considered a necessity for limiting the spread of the virus and supporting public health initiatives. Today, however, this...

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