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

PCI Compliance in Call Centers: Protecting Customer Data and Building Trust

by Erina Suzuki | Published On August 7, 2024

Today’s customers expect faster, more efficient, and more convenient experiences when they contact businesses, but they’re not willing to compromise on the security of their data. That’s why it’s so important for organizations to ensure they’re investing in the right approach to making their contact center PCI compliant.

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Impressive IVR Script Examples for Higher Education

by Erina Suzuki | Published On August 1, 2024

The IVR system is one of the most important tools in any contact center, allowing you to deliver streamlined self-service experiences to customers and manage calls more effectively. In the higher education sector, the right IVR can streamline everything from handling admission requests, to delivering constant support to students.

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The Best Intelligent IVR Solutions for 2025

by Anastasia Micic | Published On July 23, 2024

In recent years, the introduction of artificial intelligence into IVR solutions has taken the potential of this technology to the next level.

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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 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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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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What is a Virtual Agent for Call Centers?

by Nicole Robinson | Published On June 19, 2024

Virtual agents are quickly becoming a crucial part of the modern contact center, extending the functionality of the traditional chatbot to transform self-service.

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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: Resource Management

Oftentimes, we hear organizations emphasizing the importance of customer experience. While the customer experience plays a dominant role for organizations, the employee experience usually gets overlooked.

6 Ways to Support Your Contact Center Employees Working from Home

Recreate the Office Environment, Skip the Commute

Top 5 ways to show appreciation to your agents

It is Employee Appreciation Day in Canada and the US! Celebrate this special day by showing employees your appreciation. Keeping employees happy and motivated can be challenging for any employer, and contact centers are no exception. Continue reading to learn...

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Contact Centers in Banks and Financial Institutions: A Valuable Role

Financial institutions have been pioneers in the adoption of contact centers to service their clients and provide personalized experiences.

How can academic institutions leverage customer service as their competitive advantage?

The importance of connecting with students in meaningful, effective ways cannot be overstated. If higher education providers want to succeed amongst their competitors, they need to prioritize a customer-centric strategy in their 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.