The Latest Call Center IVR Upgrades Are Slashing Wait Times Your email has been sent Interactive voice response (IVR) systems route calls and handle basic queries ...

How IVR Analytics Fixes Call Flow Issues and Frees Up Agents Your email has been sent Effective call center management relies on addressing inefficiencies — IVR analytics provide what you need to do ...

Well-designed IVRs resolve issues, reduce cost and leave customers with a positive impression. Poorly designed ones create ...

Lee Davis is a tech analyst who has been covering the document imaging industry for over five years. Currently, Lee is the Associate Director of Software and Scanners at Keypoint Intelligence, where ...

AI Shakes up the Call Center Industry, but Some Tasks Are Still Better Left to the Humans NEW YORK (AP) — Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 ...