Interactive Voice Response (IVR) refers to a telephone menu framework that allows for the identification, routing, and segmentation of people calling a business. With IVR, callers can use their dial pads to choose what service they need. We all know the voice on the phone—the one that tells us to ‘Press 2 for sales queries.’ That’s the IVR … [Read more...] about What is IVR and What are the Benefits?
Considering the current Coronavirus crisis, we don’t know what the future holds for us. Although it’s great to stay positive, one should be ready for challenging times. I can't change the direction of the wind, but I can adjust my sails to always reach my destination. Jimmy Dean Changes in how we work have affected several sectors. Businesses, … [Read more...] about 3 Ways Your Contact Center Can Keep Delivering Exceptional Service During Challenging Times
The business world changed for good in March of 2020. Firms scrambled to find their next steps, and uncertainty has been a common theme that will continue into 2021. Work-from-Home orders began in March and estimates show that many companies will be staying remote for the foreseeable future. While your communications solutions in place before … [Read more...] about 3 Signs Your Remote Workforce Needs Cloud-Based Phone Technology
Reporting is vital to ensure adherence, compliance and service levels within any contact center. Smart contact centers are taking a hard look at their use of analytics. However, there is an increasing amount of contact center data available. Knowing which data is vital to your organization will allow your business to reveal the underlying insights … [Read more...] about Transforming Your Contact Center from a Profit Center to a Value Center
How businesses interact with their customers has changed dramatically over the past few decades, and it can influence business success or failure. Many businesses have turned to contact centers to streamline business-customer interactions across all communication channels. With the advent of cloud technology, businesses that still run … [Read more...] about Contact Centers Move to the Cloud
In today’s economic and commercial climate, customers have much more complex needs than they used to. Unfortunately, many businesses are still using archaic on-site call center systems for their contact centers-- which presents a problem in terms of efficiency. In many cases, IT specialists and teams will extend the life of their siloed channels … [Read more...] about Omnichannel Cloud Contact Center Solutions: Critical Points to Consider