Consider Investing in Current IVR System to Handle Customer Service Obligations - Customer Inter@ction Solutions

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Featured Articles » Kunnect Launches First Free Call Center Solution » Cloud Call Center with Multi-Channel Approach in High Demand » 'Granny Call Center' Reminds Canadians to Turn Down the Thermostat and 'Put on a Sweater' » Tips for Selecting the Right Call Center Furniture   Sponsored By: Desk.com Desk.com enables businesses to deliver personal customer service by offering a help desk that's social, mobile and simple to use. Desk.com is so simple that any company, even one without an IT staff, can get up and running over a weekend. Try Desk.com for FREE: http://try.desk.com/tmcnet/   Top Stories » Fonolo Drops Price on Cloud-Based Call Center Queuing Solution » Moving to the Cloud Considered a Risk; Even with IVR » Arkansas Bank Increases Productivity, Improves Customer Response with Fiserv IVR » A Well-Designed IVR Can Save You Money and Benefit Your Customers   From The Expert Corner February 03, 2012 Consider Investing in Current IVR System to Handle Customer Service Obligations By Susan J. Campbell TMCnet Contributing Editor When it comes to staying connected with the customer, visualization is a sought-after tool and businesses tend to focus on a web presence. Many don’t even consider putting effort or resources into their current IVR system, which means they could be missing a key opportunity. According to this Angel blog, most large call centers that experience extremely large call volumes could enjoy great advantage by shifting gears and investing in IVR. By taking some time to analyze the IVR metrics, make the right corrections within the platform and repeat the process, customer satisfaction will improve. This efficient approach to IVR can also deliver additional cost savings, particularly when it comes to applications dealing in large volumes. When it comes to the types of metrics being used specifically for analyzing phone applications, there are few examples that shed some light on how to proceed. Web analytics enable businesses to gain a true picture of performance and without them, web designers are kind of fishing in the dark. Analytics for IVR are even more difficult to come by... Read More   TMCnet Free Premium Content » IP Telephony and the Interaction Center Platform   Featured Channels » Call Center » Call Center Wallboards » Call Center Hiring   Webinars Download One of Our Webinars Today to learn about new opportunities to enhance your business. http://www.tmcnet.com/webinar/   Contact Us   Company Directory    |    All Editors' Info   Become a TMCnet Columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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