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What does IVR containment rate mean? How can you improve it?
What is IVR containment rate? IVR containment rate refers to the percentage of customer calls that…
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Customer identification in contact centres
Here’s the scenario. You phone up to a customer service help desk and are greeted by an automatic…
What is self-service IVR?
The bar is high for today’s contact centres. Customers always want to feel that they are in control…
The latest IVR trend: IVA
With contact centres playing such a vital role in the growth of businesses, it's not surprising…
Everything you need to know about CTI
What Computer Telephony Integration (CTI) means and how it can benefit your call centre Digital…