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.

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

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 […]

Profitable revenue is essential for every business. In our current “work from home” times, keeping that revenue coming in is as vital as ever. Many companies leverage automated IVR systems for collections for many critical reasons. Let’s review the top four. Notifications and Reminders While most people think of traditional IVR systems for intelligent inbound […]

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.

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

You don’t need us to tell you that consumer expectations are rapidly changing. In what seems like the blink of an eye, we’ve shifted from two-day expectations to a today expectation. The situation becomes particularly meaningful as we realize consumers now differentiate between companies based on service, with trust beginning to overtake service in some sectors.

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.

Contactless payments are not just a trend with COVID-19. They are the future, and having a contactless payment strategy is the new norm. Whether your business is serving customers face-to-face or remote, you need a contactless strategy. COVID-19 And IVR Payments COVID-19 has made IVR payments more popular than ever for many of the following […]

We’ve all encountered an awkward or downright dreadful Interactive Voice Response system (IVR) from time to time. Nothing can be more off-putting than trying to navigate through a virtual labyrinth of voice prompts and complicated menus. A poorly conceived IVR is often the number-one customer service complaint (Harvard Business Review), causing a severe impact on […]

In the time it took your computer to load this post, the Contact Center died and resurrected 3 times. No, not really, but it seems that the Contact Center is declared dead every few years or predicted within two years. But what people are saying is that the CURRENT Contact Center is dead. We exist […]

Nearly 85 percent of Americans use text messaging every day, with two-thirds preferring text messaging rather than phone conversations. However, less than 40 percent of businesses are using some type of text messaging to communicate with customers, according to ZipWip’s “State of Texting 2019” report. The future of customer communications is the native text messaging capability…

Insurance companies increase the quality of their customer service, improve cash flow, and reduce operating costs by leveraging Interactive Voice Response systems. While doing so, many create a competitive differentiator in the level of service they offer and how they conduct their business. Operating an insurance company can be time, phone, and paperwork intense. An […]

We’ll help you understand why IVR surveys by phone are the most efficient and cost-effective way to collect customer feedback and market research. Interactive Voice Response (IVR) enables automated communications with survey respondents over the phone. They can engage with the survey with their phone’s keypad or through voice recognition.

Yesterday we published a detailed post on Call Tracking, what it is, and how it can provide valuable business intelligence. As health care practices emerge from the COVID-19 slowdown of elective procedures, many are increasing their marketing efforts. Since call tracking is often a component of these efforts, we thought it would be essential to […]

Call Tracking combines more than one inbound phone number with telecommunications technology that generates data on the caller and why they called, with data analysis to provide business intelligence on your inbound callers. The current marketing climate requires your customers to have multiple ways to find you. It is crucial to have a multi-channel marketing […]