UK and IrelandInteractive Voice Response (IVR)
IVR
Interactive Voice Response (IVR) is in the Technology: Interactive Voice Response (IVR) category. - View all
Knowledge Bankview more…knowledge bank rss
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
White Papersview more…white papers rss
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
Case Studiesview more…case studies rss
Nuance's Speech Technology Appication
A case study looking at speech at T-Mobile View
Toolkitsview more…toolkits rss
Call 'Type' Tracking Process Flow
Develop a process for establishing your call 'types'for avoidance. (Youcan get Visio Viewer from this site) … View
Team Leader - Job Description 1 (Free Toolkit)
Team Leader role description … View