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

Microsoft Teams Security and Compliance in Call Center Environments

by Erina Suzuki | Published On December 8, 2023

Ensuring the sanctity of your customer's data is of paramount importance, especially in call centers where every interaction is layered with valuable information.

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ComputerTalk will be exhibiting at Enterprise Connect 2024

by Anastasia Micic | Published On December 7, 2023

We are looking forward to Enterprise Connect 2024! If you’ve never heard of it, continue reading to find out what it entails and what we’re looking forward to next year.

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Contact Center Data Security: Risks, Protocols and Best Practices

by Kent Mao | Published On December 6, 2023

Cybersecurity is increasingly important in today’s digital age. Learn how to protect your customer data from cyberattacks.

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Embracing Cloud-Based Solutions for Modern Call Center Management

by Erina Suzuki | Published On November 27, 2023

The contact center industry is experiencing a transformation driven largely by the adoption of cloud-based call center solutions. Digging into the numbers, we see a clear trajectory.

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Contact Center Data Silos: A Quick Guide

by Kent Mao | Published On December 4, 2023

Data silos are a well known issue in the contact center world, but new software solutions can help.

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Copilots for Customer Service and New Developer Tools - Microsoft Ignite 2023

by Chris Bardon | Published On November 24, 2023

Microsoft Ignite 2023 just wrapped up, and the first thing I'll say is that the organizing team clearly listened to the feedback from last year, because the event as a whole was significantly improved over 2022.

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Staff Spotlight: Robert Fernandes

by Robert Fernandes | Published On November 24, 2023

My journey with ComputerTalk began in September 2021. I worked with a recruiting agency and interviewed with ComputerTalk for an open position on their help desk. I heard back almost immediately and started shortly after.

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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 Four Pillars of Customer Service: Process Orchestration

Customers expect organizations to provide efficient and convenient service whenever they need it, and these expectations only continue to rise. Thankfully, there are multiple ways to enhance customer service at your organization.

The Four Pillars of Customer Service: Knowledge and Insights

Excellent customer service is more than just providing quick, accurate responses to customer inquiries. From chatbots to personalized experiences using CRM integrations, there are plenty of ways to take your customer service to the next level.

Staff Spotlight: Blair Ferguson, Chief of Staff

I’ve spent the first 16 years of my career at ComputerTalk. As a fresh grad with an interest in people and business, Human Resources seemed like the best fit for my passion and ambition and this “little” company took a...

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