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

Strengthen Your Contact Center With Canned Responses

by Anastasia Micic | Published On August 30, 2023

With just one click, your agents can effortlessly respond to your customers, ensuring prompt issue resolution and enhancing customer satisfaction. Read on to discover the value of canned responses and best practices when implementing them within your contact center.

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ComputerTalk’s ice Contact Center Leads in Ease of Customization Category

by Anastasia Micic | Published On July 7, 2023

ComputerTalk is pleased to announce that we have been scored as a leader against competitors in the Ease of Customization category in InfoTech Research Group’s Software Reviews.

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What is a Contact Center?

by Erina Suzuki | Published On June 2, 2023

A contact center is crucial to any business, as it manages all inbound and outbound customer communications. The scope of a contact center includes channels such as email, text messages, social media platforms, and live chats.

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ComputerTalk stands out from its competitors by exceeding client expectations

by Erina Suzuki | Published On May 5, 2023

ComputerTalk is excited to announce that we’re scored a leader in exceeding client expectations in InfoTech Research Group’s SoftwareReviews.

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ComputerTalk's ice Contact Center vs. NICE

by Anastasia Micic | Published On March 24, 2023

ComputerTalk is pleased to announce that we have been scored as a leader against NICE in the Info-Tech Research Group's SoftwareReviews. Continue reading to find out what categories we outperformed NICE in.

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6 Ways How Contact Center Technologies Enhance Service Delivery in Government Sectors (+ Some Real-life Examples!)

by Erina Suzuki | Published On September 29, 2022

Government entities are typically the first point of contact for the public to keep communities and their citizens informed. As a result, they receive a flood of inquiries and requests. Fortunately, contact center technologies can support and simplify these tasks.

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What are the REAL costs of no-shows for Healthcare Organizations?

by Erina Suzuki | Published On September 6, 2022

Due to busy schedules, it’s common for patients to forget about upcoming appointments. Unfortunately for healthcare organizations, this can lead to several negative consequences.

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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 Complete Guide to Handling Challenging Customers

If you work at a contact center, you’ve probably encountered angry and frustrated customers from time to time.

Contact Center Use Cases: How to Use a Contact Center in Your Industry

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.

8 Reasons You Should Add Webchat to Your Contact Center Today

While voice has been the channel traditionally associated with call centers for years, many modern contact centers have now evolved to include webchat capabilities.

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