The art of service revolves around availability, tailored solutions, and taking ownership of a customer's needs. However, the most important factor is availability since all other aspects hinge on this parameter. IVR testing can help you take 100% ownership and provide the customer service every successful business is looking to achieve. In the Financial Industry, for example, 24/7 availability is an absolute must, and this level of operation would not be possible without using an IVR system. … [Read more...]
How IVR Monitoring Helps Businesses Maintain Compliance
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 with IVR Monitoring
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...]
Contact Center Reliability: A Profit Driver
For years, the contact center was regarded as a necessary evil, an appendage that was just part of the cost of doing business. Eventually, people realized the contact center could be a profit driver, and it got some serious upgrades to match. Improving contact center reliability can be one of the biggest new profit drivers you never saw coming. Why Contact Center Reliability Means Value for the Entire Business The evolution of the contact center from cash sink to value driver came at the … [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...]
How RealityCorp Uses IVR Mapping to Document Call Flows
If your business has clients who have not updated their documentation such as IVR prompts or are looking to create some, TelcoAlert's mapping tools can create that documentation in an economical way and provide a myriad of other benefits. Read on to discover how RealityCorp uses TelcoAlert's IVR mapper service as a key step in its IVR regression testing software offered to clients and how that creates both value for RealityCorp's customers and efficiency for the company itself. How RealityCorp … [Read more...]
What’s Next for IVR?
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...]
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...]