Posts tagged as:

call center application

Smart usage of predictive dialer in call center

by Uttam Pegu on November 22, 2009

The biggest reason why people hate IVR is for the following scenario :-
User calls to IVR number and he gets to hear an welcome message and asked few options. After that the user is put on hold saying ‘All our customer care officers are busy, Your call is important to us, we will transfer the [...]

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Smart IVR for Call Center – A Case Study

by Uttam Pegu on July 2, 2009

Recently, I commissioned a IVR Software in a call center in India. I have gone through a good learning process about not only Call Center, but also how IVR can be used smartly to serve customers better, solve customer problems at shortest possible time as well as minimizing call agent intervention!
My client is [...]

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