Speech analytics is not new; it has been around as long as the contact center. From the first customer service manager that wondered whether it was better to say, “What can I do for you today?” versus “How may I help you?” customer service has been shaped by a relentless pursuit of the perfect formula for positive customer interaction. The Advent of Speech Analytics In the early days, a customer service manager might spend time huddled over a recording of agents assisting customers, trying … [Read more...]
What Is IVR Monitoring, and Why Aren’t You Using it Yet?
The interactive voice response (IVR) system has brought with it a lot of new possibilities for us to consider. It's freed our contact center agents from having to waste time with the simplest questions from customers, the kinds of questions that a reasonably alert Google user could answer most of the time. It's allowed us to put talented, skilled agents to work solving complex problems instead of telling people what the store hours are. Yet here, the IVR has room for improvement, and that's … [Read more...]
What Is IVR: Can You Optimize the Customer Experience?
Consumers expect an immediate response from companies, and they expect their interaction with your company to be fast, easy, and convenient. Interactive voice response (IVR) is the tool many companies use to meet this expectation, providing a streamlined process for customers to resolve problems, ask questions, and gather information. What is IVR? IVR technology has been around for decades; it’s simply any phone system designed to funnel calls through an automated process. It began with a … [Read more...]