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Great Expectations: Self Service Automation and IVR
Every call center manager knows that there are dozens of ways to measure various aspects of call center performance, including call center metrics for analyzing IVR self-service automation. Call resolution, call containment and average handle time are but a few of the call center measures of IVR performance, and for speech-enabled IVRs we can add recognition statistics, in-grammar and out-of-grammar rate....more |
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Author: Susan Hura Tags: call center | call center technology | ivr |
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Psych! Don't Send Callers to the Web Site
We all have our pet peeves with automated telephone systems: ads for stuff we don’t want, long legal disclaimers or having to repeat information once transferred to a live call center representative. I hate them all, but my number one complaint is navigating through an interactive voice response (IVR) system only to be told, "Sorry, if you want to do this you’ll have to visit our Web sit....more |
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Author: Susan Hura Tags: call center | ivr | call center technology |
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The Middle Path: Making IVR Self-Service Work for Your Customers and Your BusinessDo your customers complain about your interactive voice response (IVR) systems? Is your IVR application a help or a hindrance to your call center? This webcast presents a common sense approach in language on how to create an effective interactive voice response system that call center managers will |
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Tags:
interactive voice response
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ivr
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self-service
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