Articles Archives | Page 2 of 5 |

Technologies Contact Center Agents will Thank Management For

by Kyle Henderson Working in a contact center isn’t an easy gig. Day after day, call after call, agents may speak with callers who are irritated, distressed, uninformed, and often volatile because they would rather be doing anything besides calling

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Contact Center Disaster Recovery – More than Weathering the Storm

by Glen Taylor & Kyle Henderson With all of the recent hurricanes, wildfires, and other natural disasters impacting countless people and organizations—and our thoughts are with all those affected—we want to re-visit what enterprises can do to plan for disasters

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Five Mistakes You May be Making with Your Callback Strategy

by Maria Simonton 1. You Don’t Have One No, seriously. The lack of a solid strategy is what’s most often missing when it comes to a callback implementation. The mistake here is viewing callback as a fix-all instead of as

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3 Reasons to Adopt Outbound

by Kyle Henderson Do you have an appointment for the cable technician to come out tomorrow? Perhaps. Who really knows? There are a couple ways to find out: you can check your calendar and hope you wrote it down, or

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Intelligent Call Routing: What’s It All About?

by INI Staff INI has been helping organizations improve their customer experience for 25 years. During that time, our employees have gained insights and knowledge that has shaped their viewpoints about what it takes to deliver IVR that is effective

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Compatibility Counts

by Kyle Henderson At INI, it’s important to us that our solutions work effortlessly with Avaya systems so that, together, we can offer enterprises the ability to deliver their customers the best IVR experiences possible. INI has a deep history

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25 Years of INI: A Look Back with Founder Chuck Van Meter

by Chuck Van Meter, President, Interactive Northwest, Inc. It all started in 1983 when Gary Van Gordon and I earned a spot in the coveted AT&T Achievers Club, and received a free trip to California’s Monterey Aquarium. We were working

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FAQ Automation Reduces Agent Burnout and Increases CSAT

by Kyle Henderson Any IT manager, school teacher or medical professional will tell you that it’s no fun answering the same question over and over and over again. It wastes time and resources, and reduces morale for the person being

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How I Learned to Stop Waiting and Love IVR

by James Mearns Waiting is so 2016. I don’t need to wait in line for a table at a restaurant, a haircut, or movie tickets. So why would I wait in line in a contact center? The idea of being

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Building a Secure IVR: Tips for Threat Remediation

by Maria Simonton It’s no secret that security is a top priority for businesses these days. But how does that concern apply to IVR? Over 79% of organizations polled in a recent SANS™ Institute survey stated that their security defenses

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