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4 Applications of speech recognition in the contact center

Call centers can improve the customer experience by making the most of intelligent speech recognition tools. It was in 1952 when Bell Laboratories launched Audrey, the first speech recognizer. Borrowing the same tech that Alexander Graham Bell built, the device could recognize only digits.

Create a smart IVR for a better customer experience

As its name implies, interactive voice response systems are meant to be interactive. When not optimized, however, they can drive customers away. It’s counterintuitive to call your IVR “interactive” when it’s actually not. In the call center, the purpose of the IVR system is to route calls to agents with the skills and knowledge required […]

5 Creative recruitment strategies to find great call center agents

If you’re having a hard time finding great talents for your call center, you need to tweak your recruitment strategies. You’ve tried every recruitment tactic you can think of—you’ve put up job postings online on several platforms and even played around with the ad design. And sure, you’re getting a handful of resumes, but none […]

Using Facebook groups to boost your customer service strategy

Have you launched a Facebook group for your customers yet? Facebook is far from being a uni-purpose customer engagement tool. Although business owners usually create a Page to promote their brand, there are plenty other sub-platforms that can reinvent the way you reach out to customers.

Social media for startups: A tool for building better customer relationships

In today’s business landscape, making every conversation count is the key to success, and leaving social media out of the picture is not an option. Many customers prefer to use Facebook or Twitter to contact brands simply because they’re easy to use. These sites are accessible with just a flick or a tap of the […]

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