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.
Blog Posts About IVR and Automation
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 […]
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.
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.
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 […]
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 […]
There’s a great deal of buzz around the new technologies available for call centers and customer service operations. The buzz includes things like Artificial Intelligence, Robotic Process Automation, ChatBots, Predictive Analytics, Voice Biometrics, Internet of Things, and many more. The promise of improved customer relationships and experiences is tantalizing. In a recent interview, Ben Motteram‘s […]
We see this all the time, as you can probably guess by our company’s name. Most people have never even heard of an IVR until the day they realize they need one. Some know what it is but tend not to think of it until they need a better one. Interactive Voice Response systems can […]
Creating a strong and consistent customer experience is more important than ever before. We, as consumers, expect so much, and we expect it to be swift and resolute. One less-than-great (and consistent) customer experience with a credit card company, and we may never use them again. So, how does an IVR system help with this […]
Customer experience excellence is at the top of the list for companies today. Consumer buying behavior has put the position of strength in the consumer’s hands, and they have higher expectations than ever before. Most organizations have implemented a Customer Relationship Management system, otherwise known as CRM systems, to more effectively gain the business intelligence […]
We encountered a growing insurance claims processor who was also rapidly building a portfolio of insurance products, who were in crisis mode; their growth was outpacing their ability to service customers. To try and improve service, they kept moving service from one CCaaS (contact center as a service) company to another. Doing so resulted in […]
This COVID-19 experience has taught us many lessons. One is the importance of telehealth. Telehealth is the ability to provide health-related services and information to patients who are not physically in the healthcare facility. Instead, they use telecommunication systems and services to visit with healthcare professionals. One of the essential telecommunication systems used is an […]
IVR systems are a tremendous help with after-hours customer service to elevate 24/7 customer experiences. Here are a few ways our clients and partners are using IVR systems to help in this area. Product Inquiries and Ordering Many organizations sell products through customer service teams and their websites. While their websites do well, they sometimes […]
Over the last 16 years of automating voice and text messaging for clients and partners, IVR Technology Group has been asked to help select UCaaS and CCaaS platforms to integrate with our Managed CPaaS, the Compass Automation Platform. Having worked with many UCaaS providers in the past, RingCentral has continued to stand out as a […]