Blog

Mar 13 2018 New Design Methodologies Drive An IVR Revival

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The buzz in the customer care industry always tilts in the direction of the shiny new object. Customer engagement on social media, chatbot assistants powered by artificial intelligence, and continued migration to the cloud continue to receive the most press coverage. It appears that a forgotten and perhaps neglected service channel, Interactive Voice Response (IVR), is once […]

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Apr 06 2017 Here’s How You Really Simplify Call Routing – By First Asking Why

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One of the most common questions I’m asked is, “How do I simplify call routing to my contact center agents?” At a surface level, this question is understandable. When deployed strategically, automation solutions can shore up inefficiencies and create cost savings for many contact centers. Unfortunately, however, there is no one-size-fits-all solution to how to simplify call routing. Streamlining […]

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Apr 04 2017 The Hidden Cost Of Agent Dissatisfaction

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When you’re talking about the ROI in the context of a contact center, typically the discussion will almost exclusively center around customer satisfaction. While this measurement is important, there is a potentially larger and more fundamental cost pool that is generally ignored. How satisfied your agents are with their job. Their satisfaction matters because of its direct […]

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Mar 20 2017 5 Best Practices For Implementing A Perfect IVR

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The Interactive Voice Response (IVR) systems of the past were simple. They played announcements, greeted your customers and routed callers to available agents. Today, IVR systems fill the much more important role of transforming companies into constantly accessible businesses with a singular goal of addressing customers’ needs quickly and effortlessly. That means your IVR needs to provide a more natural and effortless self-service experience […]

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Mar 13 2017 Moving Your IVR TO The Cloud? Here Are 6 “Free” Tips To Help You Get Started

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“Let’s just move the IVR to the cloud!” Your boss, CFO, CIO and everybody else seems to be saying it. And you agree. (All of you have probably read Chad’s blog on CapEx vs. OpEx.) Moving to the cloud gets you the redundancy and capacity you’re no doubt looking for, in addition to helping you focus on […]

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