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

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.

Full story
The Outbound Dialer: Benefits and Tips for Making the Right Choice

by Nicole Robinson | Published On August 13, 2024

The outbound dialer is a valuable tool in many contact centers, revolutionizing how businesses manage customer communications. These dialing systems can rapidly connect customer service and sales agents with customers, increasing revenue and reducing agent idle time.

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Everything You Need to Know About Call Center Training

by Kent Mao | Published On March 13, 2024

Building an effective training program is an essential part of managing a call center.

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9 Key Strategies for Keeping Top Talent in Your Contact Center

by Nicole Robinson | Published On March 6, 2024

Agent retention is the cornerstone of successful contact centers. The caliber of customer interactions directly influences business outcomes, making it essential to prioritize employee retention.

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ComputerTalk Achieves 100% Efficiency Rating in SoftwareReviews' Report

by Erina Suzuki | Published On October 20, 2023

InfoTech Research Group's SoftwareReviews’ report revealed that ComputerTalk achieved a remarkable 100% efficiency score. This outstanding recognition is a testament to ComputerTalk's commitment to providing top tier contact center solutions for its users.

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Elevate Your Customer Service Through Reporting

by Shaundalee Carvalho | Published On September 15, 2023

Trying to make a good strategic decision without data-based insights to back it up is like trying to ride a bike without wheels: difficult and potentially disastrous. When it comes to customer service, one of the best ways to get the information you need to guide strategic decisions is through your contact center reports. Contact center reports can help you decide if and when to hire more staff, increase training efforts, and more.

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The Power of Agent Evaluations in Customer Service

by Erina Suzuki | Published On September 8, 2023

In the world of customer service, the success of any contact center depends upon the agents' performance.

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TOPICS

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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 Step-by-Step Guide to Agent Scorecards

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

Multi-Contact Handling: The Complete Guide

Enabling multi-contact handling in your contact center can be a great way to quickly boost your contact center’s service capacity without investing any extra funds, installing extra software, or hiring more agents.

Everything You Need to Know About Call Center Training

Building an effective training program is an essential part of managing a call center.

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Excellent customer service plays a critical role in any organization's success: here's why and how

Excellent customer service can forge lasting customer relationships, drive loyalty, and generate positive word-of-mouth.

The Step-by-Step Guide to Agent Scorecards

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

Everything You Need to Know About Call Center Training

Building an effective training program is an essential part of managing a call center.