June 13, 2023

Ask Me Anything (AMA) LinkedIn Audio Event: Analytics, Interactive Voice Response (IVR) Routing, Best Practices, and Transitioning to the Cloud

27 minutes

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This episode of ACG was taken from the Linkedin Live Audio Even that we did with followers on June 13, 2023.

Some of the topics brought up were:

What is the internal lift to implement tools like speech analytics?
Plusses and minuses of moving to the cloud?
What ratios should contact center management be?
What are some of the best practices for routing in the IVR?
What are some of the overall best practices for CX in the IVR?

A lot of value here as these are all done in a conversational AMA format

Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.

Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.

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By Thomas Laird

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