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

How to Reduce Call Center Wait Times Without Sacrificing Quality

by Nicole Robinson | Published On August 27, 2025

Find out how you can shorten hold times, help your agents work more effectively, and keep customers from hanging up in frustration. These 10 strategies will help you improve results without sacrificing service.

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Real-Time Call Center Dashboards: Why They Matter

by Gabriel De Guzman | Published On August 20, 2025

If you’ve managed (or worked in) a call center, you’ve probably had days that felt chaotic. Maybe it’s a payment outage or a sudden rush after a promotion. You start the morning thinking you can handle everything. Two hours later, hold times are up and customers are getting irritated.

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Leo Chan: How I Found My Fit at ComputerTalk

by Leo Chan | Published On August 19, 2025

Whether your interests are in Application Development (AD), Quality Assurance, or Product Engineering, there are many opportunities available at ComputerTalk.

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How to Handle Call Spikes in Customer Service Without Sacrificing CX

by Nicole Robinson | Published On August 13, 2025

Learn how to handle call spikes without sacrificing customer experience. This guide shares 10 proven strategies to manage high call volume, improve forecasting, and keep your team ready for potential surges.

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10 Ways to Improve First Call Resolution

by Nicole Robinson | Published On August 6, 2025

Discover 10 clear ways to solve customer issues on the first call. Cut costs, save time, and keep people coming back to your business.

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The Step-by-Step Guide to Agent Scorecards

by Gabriel De Guzman | Published On July 23, 2025

For something that plays such a massive role in how customer service teams operate, agent scorecards rarely get the spotlight they deserve.

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Jessica Hong: Finding Balance and Growth at ComputerTalk

by Jessica Hong | Published On July 22, 2025

Before joining ComputerTalk, I worked at big tech companies — a great experience that taught me a lot and connected me with amazing people I still keep in touch with.

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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.

Voice of the Customer (VOC): Benefits and Best Practices for Contact Centers

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.

ice Contact Center 14 is Here!

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.

Andrei Gogoase: Continued Growth & Success at ComputerTalk

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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Microsoft Teams Call Center Partners: Benefits, Features and How to Choose the Right One

Discover how Microsoft Teams call center partners enhance CX, streamline operations, and help businesses unlock Teams’ full contact center potential.

Voice of the Customer (VOC): Benefits and Best Practices for Contact Centers

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.

Slice of ice Recap – Introducing ice Contact Center 14

On Wednesday, September 11th, ComputerTalk hosted our latest Slice of ice webinar. In this webinar, our Training and Documentation Specialist, Christina Liu, covered the benefits and features in our latest release, ice 14.