Can you get any business intelligence out of the IVR?

Delivering useful, timely information about caller activity in the IVR is critical to measuring and improving the quality and effectiveness of the automation solution. The data provided by management and monitoring tools is vital for managing the IVR and the call center on a day-to-day basis.
Efforts to improve call center operations do not stop when [...]

Reducing the cost of customer service is big ticket CIO challenge

One of the big trends in customer service is the return of the call center to North America. While off-shoring has its place, for many reasons companies are again establishing their contact centers in North America. Of course, that means that the senior executives will be challenged with higher costs for North America salaries. The [...]