Oct 05, 2018

4 IVR Call Center Strategies for Painless, Efficient Customer Service

Posted In: Blog, IVR Author: TCN

Interactive voice response (IVR) is usually a call center’s first contact point with a customer. Which is good, because according to Steven Van Belleghem, 40% of customers prefer self-service over interacting with human agents. Not only that, but customers using some sort of self-service to solve their problems has increased from 67% in 2012 to […]

Read »

call center software

May 31, 2017

How Interactive Voice Response Boosts First Call Resolution and Customer Satisfaction Rates

Posted In: IVR Author: Mckay Bird

Most people likely connect interactive voice response (IVR) systems with inbound calls. Customers or patients call into a call center, customer service department, or collections agency. Once connected with the IVR system, the individual interacts with it and either performs an action, such as paying bills or updating contact information, or requests to be connected […]

Read »

May 08, 2017

How Voice Recognition Software Benefits Call Centers

Posted In: Call Centers, IVR Author: Mckay Bird

Common call center platform features range from skill-based routing to smart, predictive dialers. In relation to voice, the features number two: interactive voice response (IVR) and voice recognition software. The first allows callers to reach agents in specific departments and can even prepare agents for those interactions. The second relates to basic transcription services — […]

Read »

Dec 06, 2016

Election Wrap-up: How Call Center Technology Yielded Power to the Presidency

Posted In: Call Center Solutions, Cloud Technology, IVR, Political Calling, Political Surveys Author: Blake North

This election cycle may have been very different indeed, but one thing remained the same through all the divisive rhetoric and unease: call center technology continued to play a crucial role. Call center software stands as an integral component of the voting process. Prior to the national election, volunteers, political organizations, and other entities call […]

Read »

Nov 08, 2016

How to Solve Call Center Bottlenecks and Improve First Call Resolution

Posted In: Call Center Solutions, Call Centers, Cloud Technology, IVR Author: Mckay Bird

Historically, customers avoid calling customer service because of lengthy wait times or a fear of being shuffled from agent to agent. They worry, too, that they will need to reenter information for the n-hundredth time, only to reach a call center representative who asks, “Can I get your name? Date of birth? Account number?” Other […]

Read »

Oct 13, 2016

Combat These Common Customer Service Challenges by Empowering Your Call Center Team

Posted In: Call Center Solutions, Call Centers, Cloud Technology, Customer Service, Inbound, IVR, News, Terrel Bird, VocalRx Author: Terrel Bird

Providing excellent customer service is a top goal for many – if not most – companies. While there are some intangibles that come into play, for example, some employees excel at making connections with customers and smoothing over difficult situations, there are also many ways to arm your team to ensure that everyone feels empowered […]

Read »

Sep 06, 2016

A Customer-Service Match: Outbound Notifications and Cloud-Based Call Center Technology

Posted In: Call Center Solutions, Customer Service, IVR, Mckay Bird, Outbound Author: Mckay Bird

The customer experience is the centerpiece of any call center. It makes for happy customers, and happy customers stay with you business and share their stories with friends and family. They become advocates for your brand, all because of a little thing known as customer service. But that little thing isn’t always easy for call […]

Read »

Aug 03, 2015

The IVR Solution: Customer Service Best Practices

Posted In: Call Center Solutions, Customer Service, IVM, IVR, VOIP Author: Mckay Bird

For many people, calling customer service ranks right up there with going to the dentist or visiting the DMV on a list of their least favorite things. It’s viewed as tedious, potentially painful and time-intensive; but it turns out, it’s actually a lot worse than most people realize. The average American spends more than 30 […]

Read »

speech analysis

Jun 04, 2015

Is Speech Analysis the Key to Ensuring Customer Satisfaction for Call Centers?

Posted In: Call Centers, Cloud Technology, IVM, IVR, SaaS, Switch to the Cloud Author: TCN

One of the keys to running a successful call center is making sure that the customers on the other end of the line are happy when they’re working with your call agents. If your agents are calling with great news for a client, that can be an easy goal to meet; unfortunately we’re not always […]

Read »

May 13, 2015

Maximize Your Efficiency with Blended Call Centers

Posted In: Call Center Solutions, Call Centers, Cloud Technology, Inbound, IVM, IVR, Outbound, SaaS, Switch to the Cloud, TCN Features Author: TCN

Changing gears when transitioning between outbound and inbound calling can be a major headache for agents working in on-premise, hardware-based call centers. However, by implementing a blended agent gateway feature into your call center’s setup, agents will have comprehensive support in both inbound and outbound scenarios and be able make the transition seamlessly while meeting […]

Read »