Archive for the 'IVR' Category


The IVR Solution: Customer Service Best Practices

Published under Call Center Solutions,Customer Service,IVM,IVR,VOIP on

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 hours a year waiting to…
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Is Speech Analysis the Key to Ensuring Customer Satisfaction for Call Centers?

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 going to be the bearer…
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Maximize Your Efficiency with Blended Call Centers

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 the productivity needs of your…
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The Ins and Outs of Interactive Voice Response Technology

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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 companies that choose to use…
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How to Avoid Common IVR Call Center Fails

Setting up and promoting a “zero tolerance” philosophy for failed, flubbed, and frustrating calls at your contact center is easier to accomplish than you might think. Here are several common (and costly) interactive voice response (IVR) call center fails that can be easily avoided with the right call center software. Overly Long Recordings While upsells are an important part of…
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Using IVR Technology for Customer Surveys

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Customer surveys are a timeless way to identify what your company is doing right and areas for improvement. Traditional mailed surveys, however, are a costly and tedious method of acquiring insight into your customers’ experiences with your company, products, and services. TCN’s robust Interactive Voice Response (IVR) technology allows companies to conduct surveys while saving thousands of dollars on printed…
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How Does a Hosted Call Center Solution Stack up to Premised?

Read on to learn the five most compelling reasons why 70% of call center execs report that they’re making plans to switch to the cloud in 2015. And if you’re interested in crunching the numbers, we’ve put together a 5-year cost analysis for call center and collection agency execs who are considering making the switch from premise-based setups to a…
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The Advantages That Cloud IVR Solutions Offer Your Business

Published under Call Center Solutions,IVR on

When you’re managing a call center, you face a series of unique challenges. Call center work requires a great deal of flexibility due to an often shifting workload and the issue of high employee turnover. These challenges are exactly why it’s vital to implement an interactive voice response (IVR) solution that can help route calls effectively while tracking both caller…
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History of the Call Center

Published under Call Centers,IVR on

It happens to just about everyone at least once a day. They call up a business and get sent through automated system that tries to resolve the reason that they have called. No matter how good the automated phone system is, it is often easier to talk to a real person to help you resolve any issues. If you got through the right steps, you will end up connected to a representative of the company that is working at a call center.

The call center can be located anywhere. The business may be in the center of the United States, but when you get in touch with the call center, you may be talking to someone that is located in India. As long as the representative can resolve the reason that you are calling it should not matter where they are located. Computers and all of the information that is available on them allow representatives to do the same things whether they are working in the main corporate office of a business or if they are off in some remote location. Call centers have been an important part of business for a lot longer than people may realize.

Contact Centers

Before businesses turned to companies that offered call center services they had ways to handle it on their own. Instead of having a bank of operators and phone lines that could be used for multiple companies at one time a business had a single person or a small group of individuals that were the first people that customers would contact.
It is a very old idea to have an individual that acts on behalf of someone else so that the other person does not have to deal with issues that are not important to them. The chain of command of businesses and governments is a form of a contact center. If you want something to be fixed you had to talk to the right person. If that person could not resolve it, you would move up the chain until you found someone that could fix it. They did not use phones and computers until much later, but they did represent the original call centers. Continue Reading »

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Top IVR Choice for 2013

Published under Call Centers,IVR,News,TCN Features on

TCN’s leading call center cloud technology – Platform 3 (P3) – offers intuitive templates and call flow wizards delivering quick configuration of even sophisticated IVR scripts that can be put into production in within minutes. Powerful scripting can implement customized voice recordings, menu presentation, and skills based routing options, including sub-second transfers to the next available agent utilizing a CTI integrated screen pop. Consumers can be directed to enter account information, self-validate, select language preference, be directed to URLs, connected with automated payment systems, or receive contact information or hours of operation and mailing address. Additionally, consumer information can be captured and stored for processing or enabling payment capture all by leveraging agentless interactions. Continue Reading »

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