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

8 Ways to Increase Revenue Through Your Contact Center

by Kent Mao | Published On February 2, 2024

Many companies are realizing that their contact center can be more than just a cost center.

Full story
ComputerTalk Client Reviews Featured in InfoTech Research Group's Report

by Erina Suzuki | Published On August 18, 2023

We are excited to share that ComputerTalk has once again demonstrated its devotion to client satisfaction and received exceptional feedback from our customers in InfoTech Research Group’s SoftwareReviews report. This accomplishment showcases our technical skills and commitment to being transparent, trustworthy, and focused on our clients.

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Why Excellent Customer Service Is Important and How to Improve It

by Erina Suzuki | Published On July 14, 2023

Excellent customer service plays a critical role in an organization’s long-term success. It directly impacts customer loyalty, brand reputation, and revenue growth—making it more than just a support function.

Full story
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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How to Maintain a Human Touch While Embracing Customer Service Automation

by Nicole Robinson | Published On April 6, 2023

It’s no secret that many areas of everyday life and business are becoming increasingly digitized.

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How ice Contact Center is Addressing Businesses’ Top Customer Service Challenges – Part 2

by Shaundalee Carvalho | Published On March 8, 2023

A 2022 Gartner publication identified some of the top customer service challenges that organizations expect to face. Learn how ice Contact Center can help organizations address these challenges.

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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.

Find out 6 ways you can reduce customer churn

Businesses invest significant resources to generate new leads and convert them into customers. While generating new leads is important for organizations, reducing customer churn for existing customers is just as crucial to any organization’s success.

New Call Center Agents Should Keep These 7 Tips in Mind

Congratulations! You nailed the interview, got the job, and your first day as a call center agent is right around the corner.

Why Excellent Customer Service Is Important and How to Improve It

Excellent customer service plays a critical role in an organization’s long-term success. It directly impacts customer loyalty, brand reputation, and revenue growth—making it more than just a support function.

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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.