Businesses that must adhere to compliance regulations have unique challenges when it comes to monitoring customer interactions. Healthcare-focused contact centers, for example, must ensure their agent-customer interactions abide by the Health Insurance Portability and Accountability Act. Any contact center dealing with credit card holders who share their data must abide by the Payment Card Industry Data Security Standards (PCI DSS). Other regulations abound as well, and they put extra pressure … [Read more...]
No IVR Monitoring? Here’s What You’re Risking
IVR monitoring may seem like a nice-to-have add-on to your IVR system, but not essential. It may feel like one of those services you'll look into when you have the time. But there are risks lurking for your business each minute you don't have a solution to keep a close eye on your lines and servers. The most obvious negative ramification awaiting a business without IVR monitoring is unplanned or unknown downtime. Even with basic system-level monitoring, the IVR server itself could be up but … [Read more...]
How to Proactively Protect Your Call Center
Did you know that many businesses don’t look into IVR monitoring until after they’ve suffered an outage? Whether it’s lack of knowledge or motivation, it’s crucial to have a system in place that can protect your call center against major risks that can affect your bottom line. IVR monitoring can ensure you have better uptime, better protection against outages, and a reliable call center that encourages customer retention. Integrating IVR Monitoring After an Outage It’s not uncommon to see … [Read more...]
IVR Monitoring: It’s Not All Created Equal
While use of IVR monitoring has been on the rise, there are many misconceptions about this service and what it can do which may lead companies to limit its potential. What’s more, IVRs are getting more complex with time, and while you may think you have IVR monitoring, you may, in fact, have server-level monitoring. Discover the many ways IVR monitoring is misunderstood down below. Misconceptions About Monitoring If you are currently using IVR monitoring in your business, can you control and … [Read more...]
Why IVR Monitoring is Important for Better Service
Across a variety of industries, Interactive Voice Response (IVR) monitoring is making it possible for organizations to offer better service, reduce costs, and improve the productivity of employees at all levels. The IVR systems of two decades ago, that had everyone punching at the zero for an operator have been replaced with intuitive systems that are able to recognize broad ranges of speech patterns and even predict customer needs. IVR monitoring ensures that any time a system experiences … [Read more...]
What Businesses Need to Know About IVR Testing
The interactive voice response (IVR) system is a necessary tool, and some would even consider it indispensable. It's the tool that, when used correctly, reduces the call load on your professional, paid agents, handles simple problems at all hours of the day and night, opens up the possibility of true omnichannel capability, and more. Of course, though, it has to be working properly. This is where IVR testing can be useful, but IVR testing itself isn't as simple as some may expect. What is IVR … [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...]