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

Fonolo

AUGUST 24, 2017

Here, we’re going to discuss 6 secrets your call center can adopt to ensure high caller satisfaction. For every customer complaint there are 26 other unhappy customers who have remained silent, so make sure you collect customer feedback to get a good understanding of what they expect from you. How does it compare?

Contact Center 98

Contact Center Caller satisfaction Benchmark Call Center 98

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