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One of the top ways to make life easier for customers is by improving (or implementing) your interactive voice response (IVR) system. IVR is an automated self-service voice menu that accelerates resolution and improves routing. It integrates with your automatic call distributor (ACD), leveraging natural speech to collect caller information and determine optimal handling.

Tracey Koehler joined the NUG board in 2014 as the Director of Business Applications. She has served as the Chief Administrative Officer and currently contributes as the Voice of the Customer Product Chair, a position she has held since August 2018.

The COVID-19 pandemic has fundamentally altered every aspect of our lives. For government agencies, the stakes have never been higher. Agencies responsible for providing essential services to citizens have been forced to take drastic action in order to continue to provide those services while protecting employees that are fielding an exponential increase in call volumes.

In today’s world technology is changing - and fast. In our personal lives, we use lots of different technologies to communicate with friends and family all over the world – mobile phones, video, chat, email and social networks. In this way at least, the world has truly become a ‘smaller place.’

Why is AI becoming a priority for contact centers around the globe? What does it look like to actually implement it in your organization? And what kind of impact can you expect? Explore why and how contact center leaders are utilizing AI today.

The workforce is going through a seismic shift as COVID-19 puts work-from-home employees to the test. And the trend is only expected to increase: Experts predict that more than 75 million U.S. employees will be working from home before the crisis is over, according to GlobalWorkplaceAnalytics.com.

Contact centers can create a team approach that increases consistency and enables everyone to have their individual contributions recognized. Agents do what they’re incented to do, and the right incentives can create great experiences for all.