NobelBiz

FEBRUARY 7, 2022

An IVR, or Interactive Voice Response, is a system that interacts with inbound and outbound calls for a business by using voice prompts or text-to-speech with various pre-recorded alternatives. The caller can select the best option for him by using the telephone keypad or by speaking.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52

Calltools

JUNE 9, 2021

Start measuring this KPI after a customer leaves your IVR and wait until they’re greeted by an agent. Slow answering can lead to a high call abandonment rate or low customer satisfaction. Measure the average time it takes for your agents to update accounts, cancel accounts or process caller requests.

Metrics 52

Metrics Abandon rate First call resolution Average Handle Time 52

Customer Relationship Metrics

JANUARY 11, 2017

Post-call IVR surveys allow you to capture the raw emotion of the contact center experience. Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. Contact Center B: The post-call IVR survey WAS NOT linked to a specific contact center agent.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67