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

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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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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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: Getting Connected

Good customer service is often thought of as simply responding to questions promptly and accurately, which is a good place to start. But when it comes to providing excellent customer service, there’s more to it than that.

6 Ways to Support Your Contact Center Employees Working from Home

Recreate the Office Environment, Skip the Commute

7 Customer Service Tips for Optimizing Your Contact Center this Holiday Season

The end-of-year holiday season is often one of the most joyous seasons for celebrating with family and friends. However, it is also one of the busiest and most important seasons of the year for customer service. High volumes of holiday...

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