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IVR

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June 8, 2011

Rick Kirkham answered this question

Are IVRs at a cross-road?

Good question Guy,
Based on my experience IVR is definitely alive and kicking but businesses need to understand more about what type of contacts it is best suited to for their own customer base.
Each business is different and each set of customers is different. ... more

Customer Service

Multichannel Management

April 16, 2011

Flavio Martins answered this question

Why don't companies publish their IVR menu online?

I've eluded to this in another post, but honestly, I think that many companies try to confuse and befuddle their customers into hanging up the phone before they actually have to reach someone at the company who has to spend time and money helping them.
These ... more

Customer Service

April 16, 2011

Flavio Martins answered this question

Instead of hold muzak what else could companies do to keep customers amused or engaged?

Customers should not wait for their calls to be answered. It is one of the big sources of frustrations when dealing with businesses.
1) Not being able to get a hold of the company
2) Once you get the contact information, you are on hold or shuffled ... more

Customer Service

Jan. 27, 2011

Natalia Klishina answered this question

Does anyone have any experience using CallFire?

Hey Braeden,
There's over 30,000 small and large businesses using CallFire for services like the Cloud Call Center and Cloud IVR. It integrates with pretty much any phone system, so it doesn't matter what you're using now. As for CRM, it will work best with ... more

Information Technology

Contact Centers

Jan. 27, 2011

Michelle Babb answered this question

What is the future of the IVR?

While techniques in IVR development continue to evolve, I really don't see major technical advances coming out any time soon. Instead, I see that there will be continued focus on social media channels.
However, I do see the continued evolution of the IVR (along with ... more

Customer Service

Information Technology

Contact Center Technologies

Dec. 2, 2010

Impact Learning asked a question

What are your thoughts on modern Telephone Systems and their influence on the customer experience?

Customer Service

General Management

Nov. 27, 2010

Aymen Ismail and 1 other person answered this question

What are some technology "must haves" for your call center?

In my opinion, any call center should contain the following systems:
- CRM system
- Workforce Management system
- Call Recording system
Along with the basic systems, such as 'Automatic Call Distribution', 'Interactive Voice Response', and 'skills-based routing'.
i think the above are the most ... more

Customer Service

Information Technology

Sept. 21, 2010

Waqas Aleem commented on a brief

Essential Features for a Call Center Software

Customer Service

Information Technology

Sept. 14, 2010

Jessica Groopman asked a question

What are the pros and cons of IVR (interactive voice recognition)?

Customer Service

Interactive Voice Recognition

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