Improving your Interactive Voice Response, one subtask at a time

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As diligent managers and engineers of the Interactive Voice Response (IVR), we have a critical role in identifying and handling the tasks and subtasks that comprise the IVR. I want to share three keys for improving Interactive Voice Response for effectiveness. First, optimize repetitive subtasks. Let me give an example of a subtask needing optimization. I […]

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call center training strategies

4 Strategies for Training Contact Center Agents

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When I was asked to write a blog about successful training programs, I thought back to my time at a contact center for a well-known cruise line. As an agent, I held several distinct honors such as employee of the month, top sales, highest revenue per destination and highest revenue per month. I don’t list […]

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