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
Interactive Voice Response (IVR)
Interactive Voice Response or Recognition (IVR) View
Keeping Your Customers Online with Automation: Aspect Software
In today’s fast-paced world, customers want immediate and accurate assistance. When they call your company, they expect their call to be answ… View
Speech Recognition
Also known as Voice Recognition View
Voice Recognition
Also known as Speech Recognition View