Interactive Voice Response (IVR) has made such strides in improving the customer experience in recent years that many consumers are forced to pause and wonder if that could really be a computer on the other end of the line. It’s so intuitive that it can be hard to believe there’s nobody sitting there pushing the buttons on the other end. Enterprises are aware of how easy it is for a customer to get the experience they want; a competitor is always ready to pick up the slack and outperform your … [Read more...]
Archives for February 2019
Improve Customer Experience with IVR
You know you can cut contact center costs by using Interactive Voice Response (IVR), but many companies do so with the knowledge that they might negatively impact customer approval. While a live agent is generally preferred by customers, it doesn’t mean you can’t improve the customer experience when they call into your IVR and boost satisfaction rates. It’s worth acknowledging that, while many companies might try to sell IVR to customers as a way to improve service, customers know the … [Read more...]
How Speech Analytics Improve Customer Service
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...]
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...]
IVR Load Testing Helps Prepare for a Busy Season
For companies that don’t have the time or the resources to prepare for an upcoming busy season, it can be challenging to manage all those demands without external help. Fortunately, at TelcoAlert we’re dedicated to helping companies identify, fix, and predict production outages from occurring when they most need reliability – such as peak business hours – with our IVR load testing solution. For one company, WageWorks, such was the case. They were in need of IVR load testing services to save … [Read more...]