Contact Center Blog for Customer Experience

BLOGS

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

The Important Role of Government Call Centers in Crisis Management

by Nicole Robinson | Published On March 13, 2024

Government call centers serve a critical role in crisis and emergency response, acting as the first point of contact for citizens seeking assistance.

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Everything You Need to Know About Call Center Training

by Kent Mao | Published On March 13, 2024

Building an effective training program is an essential part of managing a call center.

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How to Generate IVR Phone Scripts Using ChatGPT

by Kent Mao | Published On March 8, 2024

With ChatGPT's assistance, writing IVR scripts has never been easier.

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9 Key Strategies for Keeping Top Talent in Your Contact Center

by Nicole Robinson | Published On March 6, 2024

Agent retention is the cornerstone of successful contact centers. The caliber of customer interactions directly influences business outcomes, making it essential to prioritize employee retention.

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How to Improve Patient Communication in Healthcare

by Nicole Robinson | Published On March 1, 2024

Discover how advanced digital solutions are transforming patient communication in healthcare, ensuring privacy and addressing diverse needs effectively.

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ComputerTalk Releases ice 13

by Anastasia Micic | Published On February 23, 2024

ComputerTalk, a CCaaS provider located in Markham, Canada, is excited to announce the upcoming release of ice 13. Following the recent release of ice 12.1, version 13 provides more enhancements to the current features and tools. Continue reading to discover the latest improvements in ice Contact Center.

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Byron Yu - a journey of self-discovery and transformation at ComputerTalk

by Byron Yu | Published On February 22, 2024

As I sit back and contemplate the journey of two decades with ComputerTalk, it's hard not to feel a profound sense of gratitude and introspection.

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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.

How to Make the Best Use of Your Contact Center Dashboard

On Wednesday, April 21st, ComputerTalk presented our April Slice of ice webinar: Navigating iceMonitor 11. In this session, Training and Documentation Specialist Kathika Uthayakumar provided an overview of iceMonitor 11, discussed the new grid view and iceMonitor settings, and provided...

Top 10 Training Methods to Increase Agent Productivity and Customer Experience

Contact centers are the direct point of communication between you and your customers. They influence the perception of your organization and play a role in customer satisfaction with your product or service, directly influencing if customers are going to recommend...

Slice of ice Recap: Navigating iceAdministrator Part 2

On Wednesday October 21st, ComputerTalk presented Part 2 of a two-part webinar series on Navigating iceAdministrator. In this session, Training and Documentation Specialist, Kathika Uthayakumar, talked about skills and prioritization of queues. The session built on Navigating iceAdministrator Part 1,...

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