Articles about ivr

Slow computer systems – it’s not rocket science, is it?

Many contact centres are plagued by slow and unreliable computer systems. In this article, Paul Cooper looks at what is causing this and how we can start to address these problems.

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Reader Poll – Do you front your calls with a menu system (IVR)?

“Do you front your calls with a menu system (IVR)?” was asked of our readers and the results were:

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Preparing your call centre for the Olympics

The advent of the London Olympics, as with many sporting contests, will undoubtedly present certain complications for the operation of your contact centre. Here, we give our best advice for making the very most of this extraordinary event…

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Contact centres hang up on speech recognition

Contact centres have given a big thumbs-down to speech recognition, according to an IVR survey carried out by Call Centre Helper.

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Six conference take-aways

Not able to get to the Business Systems annual conference? Don’t worry, I have pulled together some of the key take-aways.

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What is the best voice to use for on-hold messages?

Choosing a voice to represent an organisation requires a deep understanding of branding. Matthew Brown looks at how voices are chosen for on-hold messages.

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The Top 10 Call Centre Software

There is a lot of good call centre software out in the market. We are invited to a large number of product vendor briefings. At a recent briefing I was asked to pull together a list of the companies that have most impressed me over the past year. So here is a link to our most [...]

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Time to drop the automated phone systems?

Paul Cooper argues that if we want to improve customer service, we should start by getting rid of the automated systems.

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The best places to use voice self-service

Ask any customers about automated voice services and you tend to get a chorus of universal scorn about pressing 1 if you don’t want service and getting stuck in an infinite loop without the ability to talk to a “real person”. However, is this knee-jerk reaction a real reflection of how customers are using voice [...]

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10 ways to reduce telephone demand

With call centre costs growing year-on-year most large organisations are looking at how they can reduce their telephone demand. Simon Rustom shares his thoughts with us…

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