Tag results for: voip
How to Detect Call Avoidance Without Micromanaging
When call center reps avoid taking calls, it creates problems across your entire operation. Customers get stuck on lengthy hold times, the call queue gets longer, and other...
7 Surprising Things ASR Call Center Technology Does Well
Automatic speech recognition (ASR) technology has gotten a lot better in the past few years — and much less expensive. Even the free speech-to-text tools can produce fairly...
Is Automated IVR Testing Reliable? Yes, With Oversight
Companies should conduct IVR testing routinely to ensure that their Interactive Voice Response (IVR) system is fully functional. Problems with IVR functionality, user experience, or load handling are...
Making an IVR Recording Is Easy: Here Are 4 Places to Start
An IVR recording is a recorded message that helps callers navigate your Interactive Voice Response (IVR) system. The IVR system guides callers and sends their calls to specific...
An Outbound Dialer Will Help You Win the Numbers Game
An outbound dialer is software that automates and manages outgoing phone calls. It dials from a list of phone numbers and connects an agent if and when someone...
Connectivity Problems? Measure Network Effectiveness Ratio
Network Effectiveness Ratio (NER) measures a network’s ability to deliver a call to a destination device, terminal, or recipient. It captures the percentage of successful calls by comparing...
