Interactive Voice Response (IVR)

IVR

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Eight Essential Steps to Moving the Contact Center Beyond Operational Efficiency to Business Effectiveness: Aspect Software

For years, the goal of the contact center has been to operate efficiently, keeping costs as low as possible. During the recent economic downturn, c… View

Top Three Strategies for Improving First Call Resolution (FCR): Jacada

Are you struggling to measure or improve FCR? You’re not alone. Despite its importance, it is nearly the hardest metric to measure accurately… View

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