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	<title>Call Centre Helper &#187; ivr</title>
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	<link>http://www.callcentrehelper.com</link>
	<description>The UK&#039;s most popular call centre magazine</description>
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		<title>Six conference take-aways</title>
		<link>http://www.callcentrehelper.com/six-conference-take-aways-25375.htm</link>
		<comments>http://www.callcentrehelper.com/six-conference-take-aways-25375.htm#comments</comments>
		<pubDate>Tue, 22 Nov 2011 10:19:29 +0000</pubDate>
		<dc:creator>jonty pearce</dc:creator>
				<category><![CDATA[Jonty's Tips]]></category>
		<category><![CDATA[email]]></category>
		<category><![CDATA[ivr]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/?p=25375</guid>
		<description><![CDATA[Not able to get to the Business Systems annual conference?
Don’t worry, I have pulled together some of the key take-aways. 
1.	 Using email to help deflect phone calls
There is a big problem in many contact centres and that is the speed of response to emails.  I did a survey in the conference and found [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<title>What is the best voice to use for on-hold messages?</title>
		<link>http://www.callcentrehelper.com/what-is-the-best-voice-to-use-for-on-hold-messages-23619.htm</link>
		<comments>http://www.callcentrehelper.com/what-is-the-best-voice-to-use-for-on-hold-messages-23619.htm#comments</comments>
		<pubDate>Wed, 05 Oct 2011 11:22:12 +0000</pubDate>
		<dc:creator>rboynton</dc:creator>
				<category><![CDATA[Customer Service Strategies]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[ivr]]></category>
		<category><![CDATA[voice recording]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/?p=23619</guid>
		<description><![CDATA[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.
The importance of the right voice
An on-hold message is often the first thing a customer will hear when calling an organisation. It is very important that the voice used in an on-hold [...]]]></description>
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		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>Time to drop the automated phone systems?</title>
		<link>http://www.callcentrehelper.com/time-to-drop-the-automated-phone-systems-21398.htm</link>
		<comments>http://www.callcentrehelper.com/time-to-drop-the-automated-phone-systems-21398.htm#comments</comments>
		<pubDate>Wed, 14 Sep 2011 11:20:41 +0000</pubDate>
		<dc:creator>rboynton</dc:creator>
				<category><![CDATA[Customer Service Strategies]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[ivr]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/?p=21398</guid>
		<description><![CDATA[Paul Cooper argues that if we want to improve customer service, we should start by getting rid of the automated systems. 
One of the signs of being a customer service professional is never quite being satisfied with performance, but I remain incredulous at the number of organisations that still don’t get it, the number that [...]]]></description>
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		<slash:comments>5</slash:comments>
		</item>
		<item>
		<title>The best places to use voice self-service</title>
		<link>http://www.callcentrehelper.com/the-best-places-to-use-voice-self-service-16810.htm</link>
		<comments>http://www.callcentrehelper.com/the-best-places-to-use-voice-self-service-16810.htm#comments</comments>
		<pubDate>Wed, 11 May 2011 11:20:54 +0000</pubDate>
		<dc:creator>rboynton</dc:creator>
				<category><![CDATA[Technology]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[ivr]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/?p=16810</guid>
		<description><![CDATA[
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 self-service [...]]]></description>
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		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>10 ways to reduce telephone demand</title>
		<link>http://www.callcentrehelper.com/10-ways-to-reduce-telephone-demand-14756.htm</link>
		<comments>http://www.callcentrehelper.com/10-ways-to-reduce-telephone-demand-14756.htm#comments</comments>
		<pubDate>Wed, 19 Jan 2011 11:18:11 +0000</pubDate>
		<dc:creator>rboynton</dc:creator>
				<category><![CDATA[Customer Service Strategies]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[Hints and Tips]]></category>
		<category><![CDATA[ivr]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/?p=14756</guid>
		<description><![CDATA[
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&#8230; CCL has been working with many large organisations to help them reduce telephone demand and assist customers to adopt lower- cost channels. Reducing telephone demand essentially falls into three categories: [...]]]></description>
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		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>Lose your customers or ditch your IVR?</title>
		<link>http://www.callcentrehelper.com/lose-customers-ivr-5967.htm</link>
		<comments>http://www.callcentrehelper.com/lose-customers-ivr-5967.htm#comments</comments>
		<pubDate>Wed, 30 Sep 2009 11:12:56 +0000</pubDate>
		<dc:creator>jorobinson</dc:creator>
				<category><![CDATA[Call Centre News]]></category>
		<category><![CDATA[ivr]]></category>
		<category><![CDATA[Self Service]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/?p=5967</guid>
		<description><![CDATA[A new customer survey has highlighted huge dissatisfaction with voice self-service.
Has the time finally arrived to stop upsetting customers and ditch the touch tone menus?
According to a new customer study 41 per cent of consumers cite voice self-service as the most annoying communications channel compared to only 1 per cent who find it satisfying.

In addition, [...]]]></description>
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		<slash:comments>4</slash:comments>
		</item>
		<item>
		<title>28 Hot Tips to improve your IVR</title>
		<link>http://www.callcentrehelper.com/28-ivr-tips-5986.htm</link>
		<comments>http://www.callcentrehelper.com/28-ivr-tips-5986.htm#comments</comments>
		<pubDate>Thu, 24 Sep 2009 11:16:25 +0000</pubDate>
		<dc:creator>jorobinson</dc:creator>
				<category><![CDATA[Hints and Tips]]></category>
		<category><![CDATA[Technology]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[ivr]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/?p=5986</guid>
		<description><![CDATA[With voice self-service getting such a bad name, we asked our panel of experts how we can tune up our IVR systems.
What is IVR?  Literally “interactive voice response” but commonly recognised as the touch tones you have to press to get through to a call centre. Voice recognition software has been used in IVR applications [...]]]></description>
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		<slash:comments>5</slash:comments>
		</item>
		<item>
		<title>Time to get rid of your IVR (or at least fix it)</title>
		<link>http://www.callcentrehelper.com/time-to-get-rid-of-your-ivr-2854.htm</link>
		<comments>http://www.callcentrehelper.com/time-to-get-rid-of-your-ivr-2854.htm#comments</comments>
		<pubDate>Wed, 29 Apr 2009 10:16:44 +0000</pubDate>
		<dc:creator>jorobinson</dc:creator>
				<category><![CDATA[Technology]]></category>
		<category><![CDATA[ivr]]></category>
		<category><![CDATA[speech recognition]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/time-to-get-rid-of-your-ivr-or-at-least-fix-what-is-broken-2854.htm</guid>
		<description><![CDATA[Richard Snow looks at what is wrong with IVR systems and what we can do about it.
Interactive Voice Response (IVR) was introduced into contact centres for three primary reasons:
1. To collect customer information before putting the call through to an agent
2. To deflect calls from agents by handling the customer&#8217;s query within the IVR, e.g. [...]]]></description>
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		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>Your opinion: Time to throw out the IVR?</title>
		<link>http://www.callcentrehelper.com/your-opinion-time-to-throw-out-the-ivr-1882.htm</link>
		<comments>http://www.callcentrehelper.com/your-opinion-time-to-throw-out-the-ivr-1882.htm#comments</comments>
		<pubDate>Wed, 16 Jul 2008 12:20:12 +0000</pubDate>
		<dc:creator>admin</dc:creator>
				<category><![CDATA[Call Centre News]]></category>
		<category><![CDATA[ivr]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/your-opinion-time-to-throw-out-the-ivr-1882.htm</guid>
		<description><![CDATA[
Has the time come to throw out our IVR systems and start speaking directly to customers?
I was stuck recently when trying to call into Nationwide Building Society by the barriers that their IVR had built up.
I was greeted by a compliance message, three levels of IVR, and another message advising me that the IVR menus [...]]]></description>
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		<slash:comments>9</slash:comments>
		</item>
		<item>
		<title>Using technology to reduce customer frustration</title>
		<link>http://www.callcentrehelper.com/using-technology-to-reduce-customer-frustration-1579.htm</link>
		<comments>http://www.callcentrehelper.com/using-technology-to-reduce-customer-frustration-1579.htm#comments</comments>
		<pubDate>Wed, 07 May 2008 13:01:24 +0000</pubDate>
		<dc:creator>jorobinson</dc:creator>
				<category><![CDATA[Technology]]></category>
		<category><![CDATA[call transfer]]></category>
		<category><![CDATA[frustration]]></category>
		<category><![CDATA[ivr]]></category>
		<category><![CDATA[Skills-based routing]]></category>
		<category><![CDATA[Virtual Hold]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/using-technology-to-reduce-customer-frustration-1579.htm</guid>
		<description><![CDATA[
Customer loyalty is the make-or-break for most businesses. If customers do not keep coming back to you, and are not advocates of your organisation, then churn will become increasingly damaging.
Keith Pearce identifies how a dynamic contact centre can increase customer retention.Customer service is the largest single influence on consumer loyalty. Genesys research has shown that [...]]]></description>
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		<slash:comments>5</slash:comments>
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