Stabilize – Optimize – Expand

M&C’s newest “Optimization” offers will get you there! Operational Efficiency Customer Satisfaction Functional Enhancements These Offers optimize contact centers and IVR platforms. Never before has there been such offerings all at once for services designed specifically around allowing Contact Center management to make greater use of their existing Contact Center and self service IVR. These … More Stabilize – Optimize – Expand

Testing! Testing! When and How… (IVR Scripting Series)

Developing a Prototype for usability testing of an IVR script and application is a good idea when you’re looking to check out the way callers may experience the system—speech prompting, navigation and its efficiency.  Feedback from users, before the application development begins, allows for menu rearrangements and verbiage adjustments to be implemented, and changes to … More Testing! Testing! When and How… (IVR Scripting Series)

Wordplay is No Game in IVR Scripting.

When building an IVR Script, you must consider carefully the precise words to be used at each step, while also considering the customer experience throughout the call. More importantly, dialogues should be designed to be spoken to the caller in phrases, rather than pieced together from individual words.  Otherwise, single word dialogues will sound mechanical … More Wordplay is No Game in IVR Scripting.

Error Messages, without Errors! (IVR Scripting Series)

When designing an IVR Script, it is important to think about what things might go wrong during a call, either from the system OR the caller. Several error conditions can occur in an IVR session, and all such possibilities must be identified and dealt with during the script design phase to produce a quality result. … More Error Messages, without Errors! (IVR Scripting Series)