IVR

interactive voice response

call-automation

How Your Business Can Hit the 90/10 Rule for Call Automation

Business, Call Center, Call Flow, IVR / By

Businesses love numbers, so it’s no surprise that historically a fair amount of energy has gone into trying to quantify paths to success. Examples include the 80/20 rule of sales as well as a traditional benchmark for contact centers that states 80 percent of your calls should be answered in 20 seconds or less. However, …

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medical admin

The Rx for Medical Administration Headaches: Proactive Outbound Notifications

IVR, Plum Fuse / By

It can be tough to reconcile the ideal of medical care with the operational realities of running a healthcare organization, not to mention your patients’ daily lives. Optimal care is defined as the right care, at the right time, in the right setting–but when it comes to patient engagement, it helps to take a page …

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woman in red jacket

Eight Ways to Smooth Out Your Clunky Call Experience Before the Holidays Hit

Call Flow, Customer Experience, IVR / By

While there’s plenty of singing about sleigh bells ringing during the holidays, businesses typically are more focused on their phones ringing. Yet, sales and marketing success requires callers to have a seamless, individualized experience when they dial for assistance. The time to consider the caller experience isn’t when we’re in the final countdown to the …

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secure payment

Why IVR Automation Allows for More Secure Phone Payments

IVR, Payments / By

Data security. Without it, and without your systems unerringly maintaining it, your business could fail for the simple reason that your customers expect data security above everything, even ease and convenience. Adding to the complexity is that health data must now be kept secure in addition to identifying data such as social security numbers and …

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call guidance

How You Can Complete Transaction Calls in 90 Seconds or Less

Artificial Intelligence, Call Center, IVR / By

Yes, we said it. Transaction calls are possible in 90 seconds or less. The secret lies in how your self-service system works. If it runs smoothly and without wait time, a minute and a half is the maximum amount of time it should take your customers to work through an average transaction call, such as making a credit card payment over the phone.   …

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phone transaction

Are You Overpaying to Process Transactions by Phone?

Call Center, IVR, Payments / By

It’s a simple fact that no business survives without revenue coming in. While there are plenty of ways to collect payments, one of the most popular is the phone –and that’s where your contact center gets involved with this mission-critical process. When your customers call to make a payment, contact centers have two basic options: …

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unnamed-1

The Blocklist – Secure Your IVR from Unwanted Threats

Business, IVR, Security, Technology, Telephony / By

There’s been a lot of chatter recently about robocalls and how annoying and bothersome they are. No doubt you’ve experienced these in your own right. And while these unwanted phone calls are bad enough for an individual, imagine a company having to deal with a constant barrage of unwanted phone calls from fraudsters and other …

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