Welcome to Compass Journal. Making a difference takes conscious thought and action. We continue to strive in our growing company in being fanatical and passionate in delivering customer WOW. Every quarter you will receive news and views on happenings in the communication space and areas…
Video: Automating Payments By Phone For Contact Centers
In our chats with current and future clients, we’ve come to learn many of their pain points. With contact centers and large customer service departments, a significant issue is often the inefficiencies in accepting callers’ payments. Some companies are employing clean desks…
How Contact Centers Handle Customer Payments
Consumers are more aware than ever before of the security risks associated with giving their credit card, debit card, or ACH information to others. And yet, over a million contact center agents are tasked with handling payments for these customers. Below are a few ways we see contact centers take customer payments securely and efficiently. […]
Calculating The ROI of an IVR Payment Solution
Your business is taking off; you’re adding personnel and looking at how to streamline processes to boost your efficiencies- congratulations! You now have dedicated staff to take customer calls, and in many cases, those calls are regarding a payment. You’ve heard of IVR systems and know that they can route calls to your business’s appropriate […]
How IVR Systems Increase Revenue And Cash Flow
Every company in the United States wants increased profits and improve cash flow. So, how can an IVR system help them achieve these goals? Let’s start with increased profits and how an IVR system can help a company boost its products and services revenue. Here are a few ways our clients are making this happen. […]
Using IVR Voice Surveys to Collaborate with Remote Workers
While we continue to adjust to working from home, many still struggle with the delineation between family time and work. Many people are ready to return to work and find a new normal. In September, over 50% of the workforce is expected to return to the office. How could IVR Voice Surveys help you collaborate […]
Facilitating the Buying Process
At IVR Technology Group, we don’t take our customers and partners through a “selling” process; we help facilitate their “buying” process. After all, it is about them more than us. To help facilitate their buying process, we’ve developed a methodology…
Making Your Payments in a Post-COVID World
There is no doubt that COVID has rocked our world in 2020, altering our perceptions and norms for years. At home, at school, and work, we’ve seen massive disruption in our day to day activities and interactions. Our perception has entirely changed about what is safe and reasonable. While watching a movie recently with my […]
How IVR Systems Can Reduce Labor Costs
The highest cost in most contact centers and even business, in general, is personnel. Frequently, a reason for this is the lack of automation and the ineffective use of technology. IVR systems can play a significant role in helping reduce labor costs in contact centers and other areas of the business. Intelligent Routing Intelligent IVR […]
Customer Story: IVR Surveys For COVID-19 Screening
As more and more companies are needing to get employees back to work, they seek innovative ways to ensure the safety of their people and customers. Deploying a COVID-19 screening survey for workers is an increasingly popular solution. And IVR Surveys are a logical and essential add-on for screening surveys. Screening Employees For COVID-19 A […]
How To Improve First Contact Resolution In a Contact Center
Resolving customer issues or questions on the first call is the pinnacle of success in contact centers. It’s the ultimate expression of a fine-tuned customer engagement and experience strategy. So it’s essential to track and monitor FCR (first contact resolution) in your customer service operation.
Using Dynamic Number Insertion to Track Marketing Sources
Tracking marketing effectiveness and properly allocating budgets is a growing challenge for organizations across the globe. Data management platforms (DMP) and analytics tools promised to make it easier. But with click-fraud, a fragmented ad landscape, and new tracking restrictions, it’s never been more confusing. There is, however, one digital marketing metric that always provides clarity; call tracking
IVR Technology Group Grows With TCN as a CCaaS Partner
Over the last several years, TCN and IVR Technology Group have worked closely together to help many large contact centers improve customer experience, reduce operational costs, and automate business processes. TCN provides a Contact Center as a Service (CCaaS), which is contact software hosted in the cloud. With more recent developments, we’re expanding our partnership […]
Is Your PBX Killing Your Business?
As your customers and employees’ expectations continue to evolve, the most damaging issue is that your legacy PBX can’t keep pace. Communications technology is changing faster than ever before; ease of use and rich features are no longer “luxuries,” they’re requirements.
IVR Technology Group Announces Its Partnership with 8×8
The new normal is becoming more and more apparent for contact centers and customer service operations. Fueled by COVID-19 caution, agents are working remotely, and customer journeys are fluid and increasingly multi-channel. The need to shift to more agile cloud-based contact center platforms, away from on-premise solutions, has never been more urgent
The Core Infrastructure of IVR Systems
As you begin to consider a new or upgraded enterprise-level IVR system for your business, there’s a lot to consider before planning your first call flow. In the past, we’ve covered common IVR complaints, strategy, choosing an IVR, CRM integration, customer journeys, and other tactical topics. Now it’s time to dig into pre-planning, the things you need to know before you look for voice-over talent.