IVR as a Sales Generator

Most business owners consider IVR a necessary evil and unrecoupable expense. But this is truly a short-sighted view when one considers the possibility of generating revenue from their interactive voice system. With the right technology and approach, your customer self-service systems can become revenue generation tools that can bring demonstrable ROI. Download this white paper... Read More

Graduating to Workforce Management

Making the move from your spreadsheet to a real workforce management system is a process—kind of like moving through high school and graduating to college. Your understanding of the systems available, of what other companies are doing, and of your own business needs evolves. Along with that come the realization that the spreadsheet just can’t... Read More

Extreme Engagement: USAN and ICMI Study Omni-Channel Service

What percentage of contact centers has a customer experience program? How will omni-channel impact live agent interaction? How will it impact first call resolution? These questions, and nearly 60 others, were explored by ICMI in a 30-page, USAN sponsored research report titled Extreme Engagement in the Multi-channel Contact Center. Learn more about it, and download... Read More

AI Apocalypse – When IVRs Rule the Contact Center

Blockbuster sci fi films like 2001: A Space Odyssey, The Terminator, The Matrix and countless others thrilled audiences with futuristic technology that seemed so far away. But is fiction becoming reality? Recent discussion among some of the best technological and scientific minds around—people like Bill Gates and Stephen Hawking—paints an apocalyptic picture of machines becoming... Read More

John, Paul, George, Ringo and IVR

What do the Beatles and IVR have in common? One thing people complain about with IVRs is the music they have to listen to during the long waits (but we know they’re really complaining about the wait itself). If you think about it, those IVR systems are really playing an endless loop of Beatles songs. Read More

Turning Over the Agent Turnover Rate

High annual agent turnover is a huge hit to any call center operation. All the costs of bringing agents up to full productivity are basically wasted if you can’t retain them. Successfully conquering turnover requires a multi-discipline approach—one that’s often just too hard to do without a smart Workforce Management System supporting the cause. Read More

Forecasting Needs More than a Spreadsheet

Forecasting the call center operation with a spreadsheet is like forecasting the weather with a finger in the air. It works every now and then, but you know better than to count on it. The advanced analytics of a strong Workforce Management system transforms forecasting from guesswork to science. Read More

Hosted WFM: Gamification and Mobility Features from Teleopti and USAN

Developed by Teleopti and hosted by USAN, the recently released WFM version 8 includes more than 100 improvements over the previous release, making it a truly groundbreaking WFM solution. Among those powerful new features are gamification, through which agent engage in fun, game-like competition that boosts motivation and rewards measurable performance, and mobility, which includes... Read More

Threats to Cloud Call Center Security

How does a call center technology provider ensure data security and privacy? Read this article to discover the top threats facing cloud call centers and what to expect from a vendor's security and compliance practices. Read More

The Key to Big Data Success in an Omnichannel Contact Center

It’s easy to get caught up in the opportunities made possible by big data in the contact center. The information customers provide both explicitly and implicitly about their preferences and intentions can lead to valuable insights that improve how you engage with them. Once you start thinking outside the box, it seems there is no... Read More

Accelovance selects USAN’s all-inclusive hosted contact center suite for clinical research study

Accelovance employs USAN Metaphor Voice, a HIPAA-compliant hosted IVR, predictive dialer and ACD, for its call center. Atlanta, Georgia, September 24, 2013 – USAN, a cloud services provider of multichannel call center products and technologies, announced today that its hosted contact center solution has been selected by Accelovance, an award-winning clinical research organization, to execute... Read More