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 Ignite Returns to Chicago: Bigger, Better, and Full of Ideas

by Chris Bardon | Published On December 5, 2024

This year, Ignite returned to Chicago for the first time since 2015, and that meant an even bigger venue, more days of content, and much better pizza!

Full story
The Ultimate Guide to Call Center Queue Management: Strategies, Tools, and Best Practices

by Nicole Robinson | Published On November 27, 2024

Nobody likes waiting in a queue. Waiting in a call center queue can be just as frustrating as waiting in line at a store.

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Yuke Guo: Navigating new challenges

by Yuke Guo | Published On November 25, 2024

My interview process here was memorable. It was cold and rainy, and I was wrecked with nerves. When I got to the boardroom, the nerves only got worse – seeing Laura, plus three new intimidating figures, all for my first in-person interview. However, they were all very welcoming.

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Workforce Engagement Management for Contact Centers: A Guide

by Nicole Robinson | Published On November 19, 2024

The contact center is a high-pressure environment, particularly now that customers expect faster, more personalized, and more strategic support from every company. In this space, maintaining high levels of employee engagement is crucial to preserving productivity and customer satisfaction.

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Contact Center Intelligence: The Complete Guide to CCI

by Anastasia Micic | Published On November 12, 2024

Modern contact centers are moving through a period of significant transformation, thanks to evolving customer expectations and the rise of new technologies.

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Slice of ice Recap – Mastering Evaluations

by Anastasia Micic | Published On November 8, 2024

On Wednesday, October 30th, ComputerTalk hosted our latest Slice of ice webinar on mastering the evaluations tool. During this webinar, our Training & Documentation specialist, Diane Vasquez, outlined how to leverage your evaluation tool.

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How to Calculate Your ROI for your Outbound Call Center Software

by Nicole Robinson | Published On November 7, 2024

Contact centers aren’t just an environment for managing inbound calls. In many industries, companies rely on outbound call center software to improve customer engagement and revenue.

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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.

Best Practices for Delivering First-Class Customer Service

Creating a memorable customer service experience begins with following best practices. By consistently prioritizing empathy, responsiveness, and effective communication, businesses can leave a lasting impression on their customers.

Staff Spotlight: Lois Graham

In this Staff Spotlight, Lois talks about what she does as an Implementation Specialist, how she got to where she is today, and what she loves about working at ComputerTalk.

6 Ways the Healthcare Industry Can Take Advantage of Different Communication Technologies

Discover six ways healthcare providers can use communication technologies to improve operational efficiency and patient care.

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ComputerTalk’s ice Contact Center Leads Among Competitors!

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Best Practices for Delivering First-Class Customer Service

Creating a memorable customer service experience begins with following best practices. By consistently prioritizing empathy, responsiveness, and effective communication, businesses can leave a lasting impression on their customers.

Microsoft Ignite 2022 Review: Changes, Insights, and Looking Towards the Future

As someone who has been going to in-person Microsoft conferences for 15 years, the last couple of years have been a real change in routine. There was always a regular cadence of two or three events a year, typically Build...