What is: Quality?

Posted March 5, 2012 by Chris Burgoyne / Development, Documentation, Testing and Quality, What Is? / 0 Comments What is: Quality?

As we travel the world, we're meeting people whose practices need improvement. In many cases these are people who are used to working very hard. However, in some cases they are working harder than they have to. Take the concept of Quality. Many organizations still do not have a Quality policy. So are they providing low quality solutions and service? Not necessarily. Let's look at the ways we… Learn More

What is: Virtual Hold?

Posted December 14, 2011 by Leslie Dove / Good IVR, Voice Interface, Customer Satisfaction, Contact Center Technology, What Is? / 2 Comments

"Thank you for holding. Your call is very important to us. All of our Customer Care Representatives are currently assisting other callers. Please continue to hold, and the next available Representative will answer your call." [Insert discordant hold music.] "Thank you for holding. Your call is very important to us. All of our Customer Care Representatives are currently assisting other callers. Please continue to hold, and the next available Representative will answer your call." [Insert discordant hold music.] "Thank you for holding. Your call is very important to us—" Perhaps it’s the repetition of the claim “Your call is very important to us” that makes it ring so hollow when… Learn More

What is: Intelligent Call Routing?

Posted October 26, 2011 by Matt Simmons / Development, Contact Center Operations, Contact Center Technology, Testing and Quality, What Is? / 0 Comments What is: Intelligent Call Routing?

The Switchboard Operator is extinct, as a job description, anyway.  Machines have been routing our calls for decades, but in recent years, the automation of this process has been refined and significantly improved. Intelligent Call Routing is a term for routing done by software that attempts to identify the caller and direct them to an appropriate agent. The software can identify the caller based… Learn More

What is: DTMF?

Posted October 6, 2011 by Leslie Dove / Development, Telco, What Is? / 0 Comments What is: DTMF?

DTMF stands for Dual-Tone Multi-Frequency. This is the technical term for the sounds you hear when you press the keys on your telephone. DTMF does more than just let you know that you pressed a key. Each key has its own sound. Each sound is actually two tones played simultaneously. One of these tones is a low-frequency tone; the other is a high-frequency tone. There are four low-frequency tones which… Learn More

x

Call Us!

Something went wrong with your browser configuration, you can always call us the old fashioned way at 540-961-0285.
Do you have:
  • • Speakers?
  • • Microphone?
If so, you can call us with your browser!
Click "Call" to connect to a VPS representative now!
You must not refresh or navigate away from the current page. Doing so will hangup the call.
Call

Print this Page Email this page