Increase
customer satisfaction by offering personalized call treatment.-
IVR Payments: The Ultimate Guide to IVR Payment Processing
by Erina Suzuki | Published On October 31, 2024
Modern IVR systems are more than just valuable tools that help customers navigate their journey with your call center. Today’s solutions allow companies to automate a range of processes, from routing callers to the right agent, to processing transactions.
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Multi-factor Authentication (MFA) in Call Centers: A Complete Guide
by Erina Suzuki | Published On October 22, 2024
Multi-factor authentication (MFA) might not be an entirely new concept for call center leaders, but the value of this technology has grown drastically in recent years. The call center is home to huge volumes of sensitive data, from credit card details to customer names.
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Andrei Gogoase: Continued Growth & Success at ComputerTalk
by Andrei Gogoase | Published On October 17, 2024
My journey at ComputerTalk started back in September of 2021 as an Application Quality Assurance Analyst. Since I started working here, I have been able to meet some incredible people and pick up a variety of skills.
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5 IVR Script Examples for Healthcare
by Nicole Robinson | Published On October 16, 2024
The IVR (Interactive Voice Response) system is a crucial resource for healthcare contact centers. Not only does it help you enable rapid, convenient self-service experiences for patients, but it can establish the foundation for a positive relationship with your target audience.
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ice Contact Center 14 is Here!
by Shaundalee Carvalho | Published On October 11, 2024
We’re pleased to announce the general availability of ice Contact Center 14! ice 14 includes a number of new features and functionalities that can enhance contact center operations and customer experiences.
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Voice Biometrics in the Call Center: The Ultimate Guide
by Nicole Robinson | Published On October 9, 2024
Voice biometrics technologies are becoming increasingly valuable in the call center.
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Voice of the Customer (VOC): Benefits and Best Practices for Contact Centers
by Erina Suzuki | Published On October 3, 2024
You already know that delivering consistently great experience to your customers is crucial to success in any industry. But, as customer expectations continue to evolve, understanding what customers want and need from your contact center can be complex.
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...
Banking experiences have evolved greatly since the days of traditional banking. Over the past few years, financial institutions have incorporated advanced technologies such as artificial intelligence (AI), omnichannel capabilities, and integrations with third-party applications to enhance their customer banking experiences....
When you think of contact centers, you might just think of agents answering customers’ questions about products or services. While this is one common use case for contact centers, that’s not all they do.
