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

Meeting Gen Z's Customer Service Expectations: What Businesses Need to Know

by Nicole Robinson | Published On July 18, 2024

Each new generation of consumers introduces new challenges for every business team.

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7 Ways Credit Unions Can Revolutionize Member Experience

by Anastasia Micic | Published On July 16, 2024

Creating the best member experience means enhancing communication efficiency, leveraging AI capabilities, and more. Read on to discover how to do this.

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How to Create a Call Center Disaster Recovery Plan

by Erina Suzuki | Published On July 9, 2024

A call center disaster recovery plan is crucial to protecting your organization from a range of issues. Various factors can disrupt call center operations, often without warning. Environmental crises, hardware failures, cybersecurity attacks and human errors can all lead to unexpected downtime, performance issues, and even financial losses.

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23 Best Practices for Call Center Quality Assurance

by Kent Mao | Published On July 5, 2024

Follow these QA best practices to enhance your call center and improve customer satisfaction.

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How to Implement an Effective Customer Feedback Loop

by Anastasia Micic | Published On July 3, 2024

Uncover the secrets to improving your services with customer feedback. Learn strategies for effective feedback analysis and implementation to enhance customer experience.

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Slice of ice Recap: Navigating iceMonitor

by Anastasia Micic | Published On June 28, 2024

On Wednesday, June 19th, 2024, ComputerTalk showcased how to navigate iceMonitor in our Slice of ice session.

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10 Best Practices for Higher Education Contact Centers

by Kent Mao | Published On June 27, 2024

Creating the best experiences for your students and staff starts with developing a strong contact center strategy.

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TOPICS

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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 Reduce Agent Churn: A Complete Guide

There are many ways to improve employee satisfaction and reduce churn in customer service.

15 Essential Contact Center KPIs to Monitor

KPIs provide specific and measurable insights into the performance of your contact center. Learn which essential contact center KPIs to track to boost productivity and enhance the customer experience.

Slice of ice Recap: Navigating iceAdministrator Part 1

On Wednesday, September 16th, ComputerTalk presented the first of two Slice of ice (formerly Lunch and Learn) sessions devoted to navigating iceAdministrator. In this session, Training and Documentation Specialist, Kathika Uthayakumar provided an overview of iceAdministrator, discussed managing your contact...

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