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
Emergency Contact Center: A Lifeline in Crisis Management

by Erina Suzuki | Published On March 24, 2023

With extreme weather events on the rise, there are ways organizations can take steps to keep their customers safe. Contact centers play an important role in preparing people and ensuring their safety by maintaining timely communication.

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7 Essential Software Integrations for Call Centers

by Erina Suzuki | Published On March 10, 2023

Call centers can improve their operations and deliver superior customer service with powerful software integrations. These tools make it easier to streamline processes so that customers get the best possible experience from your team.

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The Complete Guide to Handling Challenging Customers

by Erina Suzuki | Published On May 31, 2022

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

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New Call Center Agents Should Keep These 7 Tips in Mind

by Erina Suzuki | Published On April 29, 2022

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

Full story
How can academic institutions leverage customer service as their competitive advantage?

by Erina Suzuki | Published On March 25, 2022

The importance of connecting with students in meaningful, effective ways cannot be overstated. If higher education providers want to succeed amongst their competitors, they need to prioritize a customer-centric strategy in their organization.

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The Four Pillars of Customer Service: Resource Management

by Erina Suzuki | Published On January 6, 2022

Oftentimes, we hear organizations emphasizing the importance of customer experience. While the customer experience plays a dominant role for organizations, the employee experience usually gets overlooked.

Full story

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.

How to Make the Most of Your Contact Center During the COVID-19 Pandemic

Society today is in a unique position as a result of the current COVID-19 pandemic. Individuals and businesses everywhere are facing much uncertainty regarding the current circumstances, how long they will last, and what exactly the long-term impacts will be....

The Four Pillars of Customer Service: Resource Management

Oftentimes, we hear organizations emphasizing the importance of customer experience. While the customer experience plays a dominant role for organizations, the employee experience usually gets overlooked.

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.

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Top 10 Training Methods to Increase Agent Productivity and Customer Experience

Contact centers are the direct point of communication between you and your customers. They influence the perception of your organization and play a role in customer satisfaction with your product or service, directly influencing if customers are going to recommend...

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.

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.