NobelBiz

FEBRUARY 7, 2022

An IVR, or Interactive Voice Response, is a system that interacts with inbound and outbound calls for a business by using voice prompts or text-to-speech with various pre-recorded alternatives. The caller can select the best option for him by using the telephone keypad or by speaking.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52

JustCall

APRIL 26, 2022

With multi-level IVR, they were engaged/warmed on auto. Sentiment analysis. AI-powered sentiment analysis is a game-changer for customer service providers. Sentiment analysis allows call centers to gain valuable insights into customer issues and offer personalized support. Interactive Voice Response (IVR).

Call Center 52

Call Center Sales Interactive Voice Response call center software 52

Calltools

JUNE 9, 2021

Use innovative monitoring and analysis steps to monitor these top metrics to identify areas of strength and weakness. How many callers hang up before an agent picks up or solves an issue? Start measuring this KPI after a customer leaves your IVR and wait until they’re greeted by an agent. Top Metrics You Should Monitor.

Metrics 52

Metrics Abandon rate First call resolution Average Handle Time 52

Customer Relationship Metrics

JANUARY 11, 2017

Post-call IVR surveys allow you to capture the raw emotion of the contact center experience. Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. Contact Center B: The post-call IVR survey WAS NOT linked to a specific contact center agent.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67