If you’ve spent your life a long way from civilization — without phone service — you might not have come across an IVR. If you're like most people in the world, though, you’ve probably already carried on many conversations with different IVR systems.
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If you manage a call center, you no doubt face challenges, regardless of your type of business. You may be responsible for monitoring dozens of employees, assessing their performance, and finding areas for improvement. On top of that, your position in call center management may include boosting customer satisfaction or providing faster service. Here are a few tips to help you manage your call center more efficiently while creating a positive, solutions-oriented atmosphere for all staff.
Love ’Em or Hate ’Em, You Gotta Have ’Em
Getting hung up in an interactive voice response (IVR) system is like sitting in rush hour traffic: It’s time-consuming and frustrating, but sometimes it’s the price you have to pay to get where you want to go. A traffic jam in your contact center’s caller queue is similarly time-consuming and frustrating, but just think how chaotic it would be without an automated assistant to direct callers to their destinations. Hang ups and churn rates would skyrocket.