What is: Virtual Hold?

Perhaps it’s the repetition of the claim “Your call is very important to us” that makes it ring so hollow when we’re on hold. As the hold music and messages repeat, we’re left wondering: If my call is as important as they say, then why doesn’t someone answer now?

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Contact Center Agent Efficiency

It costs money to staff a contact center, that’s a given.  The healthy contact center is tuned to get the most value from this investment.  The efficiency of your contact center agents reflects how well agents are set up for success by your organization.

A Decade of Service

October 2012 marks 10 years of incorporation for Vision Point Systems, the company bringing you VoiceVision. I founded the company in 2002 as YL Comm, Inc., with the goal of supporting the communications technology needs of pharmaceutical and other industries.

The Perils of Cross-Functional Agents

Cross-functional agents – agents responsible for handling more than one class of business transaction in a contact center – are valuable in many situations.

People Like IVR!

People really like IVR systems for simple tasks, and they overwhelmingly support IVR systems notifying them when important things are coming up, like the bill coming due, and stuff like that!

The People In Your Neighborhood - The IVR

The latest in our article series – The People in Your Neighborhood is up on ICMI’s website. This article looks at the Voice of your Organization – the IVR, and the elements of both GOOD and BAD IVR.

IVR Maintainability

IVR Maintainability reflects your ability to change and configure the automated voice menus that your customers navigate to accomplish their goal when contacting you. It is the first point of our VoiceVision 14 Point Diagnostic which we will discuss in detail.

The People In Your Neighborhood: The Agent

The latest in our article series – The People in Your Neighborhood is up on ICMI’s website. This article looks at the backbone of the Call Center – the Agent, and the tools they need to build a value-based relationship with customers.

Employee Directory Blues

A lot of people say they hate IVRs, but we think they really just hate bad IVRs. Occasionally (OK, frequently) we run into bad IVRs, too. Since IVR is what we do, we try to help.

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