Interactive Voice Response (IVR)

IVR

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Auto Attendant

Automated attendants combines voice processing with call routing. The inbound call is answered by the auto attendant which offers a range of … View

Call Arrival and Transfer by ACD Group Report

This ACD report charts the call arrival pattern by ACD Group and transfers. See other ACD Reports; ACD Group Reports ACD Age… View

Call Tracking

Most call centres have an understanding of why their callers phone but not generally a detailed understanding of the actual call 'types'. C… View

Call Type Tracking Process

Most call centres have an understanding of why their callers phone but not generally a detailed understanding of the actual call 'types'.&n… View

Customer Service - or lack of It (case study)

I would like to share with you an experience I "suffered" recently which brings out many of the points we often hear about call centres.&… View

Delay Announcements

Delay announcements are recorded messages which informs callers of the delay. Some systems can advice where the call is held in the queue by nu… View

First Contact Resolution (FCR) Levels and Skills Based Routing (SBR)

Whilst there is always a clear desire to match the call subject matter with the appropriately skilled agent, this is not always possible, resulting… View

Incoming Call Dimensions

Here are some of the key dimensions of an incoming call Call >> Network … View