Most people likely connect interactive voice response (IVR) systems with inbound calls. Customers or patients call into a call center, customer service department, or collections agency. Once connected with the IVR system, the individual interacts with it and either performs an action, such as paying bills or updating contact information, or requests to be connected […]

Common call center platform features range from skill-based routing to smart, predictive dialers. In relation to voice, the features number two: interactive voice response (IVR) and voice recognition software. The first allows callers to reach agents in specific departments and can even prepare agents for those interactions. The second relates to basic transcription services — […]

This election cycle may have been very different indeed, but one thing remained the same through all the divisive rhetoric and unease: call center technology continued to play a crucial role. Call center software stands as an integral component of the voting process. Prior to the national election, volunteers, political organizations, and other entities call […]

Historically, customers avoid calling customer service because of lengthy wait times or a fear of being shuffled from agent to agent. They worry, too, that they will need to reenter information for the n-hundredth time, only to reach a call center representative who asks, “Can I get your name? Date of birth? Account number?” Other […]

Providing excellent customer service is a top goal for many – if not most – companies. While there are some intangibles that come into play, for example, some employees excel at making connections with customers and smoothing over difficult situations, there are also many ways to arm your team to ensure that everyone feels empowered […]

The customer experience is the centerpiece of any call center. It makes for happy customers, and happy customers stay with you business and share their stories with friends and family. They become advocates for your brand, all because of a little thing known as customer service. But that little thing isn’t always easy for call […]

For many people, calling customer service ranks right up there with going to the dentist or visiting the DMV on a list of their least favorite things. It’s viewed as tedious, potentially painful and time-intensive; but it turns out, it’s actually a lot worse than most people realize. The average American spends more than 30 […]

One of the keys to running a successful call center is making sure that the customers on the other end of the line are happy when they’re working with your call agents. If your agents are calling with great news for a client, that can be an easy goal to meet; unfortunately we’re not always […]

Changing gears when transitioning between outbound and inbound calling can be a major headache for agents working in on-premise, hardware-based call centers. However, by implementing a blended agent gateway feature into your call center’s setup, agents will have comprehensive support in both inbound and outbound scenarios and be able make the transition seamlessly while meeting […]

If you work in a call center, you are likely familiar with interactive voice response (IVR) software. IVR is a tool most call centers rely on, but one that is not always fully understood. This article outlines IVR capabilities, the technologies IVR uses, what is needed to set it up, and how IVR benefits the […]