IVR
Even Debt Collectors are Using Automation and Self-Service for CX
September 05 by Kindra CooperHow collections agency MRS BPO built a conversational call center
IVR in an Omni-Channel World
February 21 by Customer Contact WeekThe phone channel continues to be the most direct way to resolve customer issues and escalations. Yet many IVRs haven’t been updated in years to reflect new technology and changing consumer trends. As...
Frost & Sullivan Executive Summary: When Your Customers Call, and They Will, Will Your IVR be Ready?
December 15 by Customer Contact WeekAs many reports have shown, customers frequently gravitate toward online tools and other self-service channels when they need an issue resolved. But the fact of the matter is, call volume will not dro...
Ovum—Best Practices for Deploying a Modern, Predictive IVR System
October 30 by Customer Contact WeekIn a recent Ovum survey, 75% of customers indicated that they have successfully resolved their issues on the phone, compared with just 11% on a website and 5% via social media. Customers...
Customer Bill of Rights
October 29 by Customer Contact WeekWhile self-service IVRs often are implemented as a way to keep costs down through call containment, self-service applications have more recently become a critical opportunity to create better customer...
Your Definitive IVR Playbook
August 12 by Customer Contact WeekCustomer interactions, across all channels, are of strategic importance in today’s world. Managing those interactions to assure the customer is seeing the best face of the company is vital....
Frost & Sullivan: Change the Conversation with Proactive Communications
August 06 by Customer Contact WeekFor decades IVR has been the front door to the enterprise. An effective IVR system can contribute significantly to a stellar customer service experience. However, many businesses have ignored these...
3 Ways IVRs Will Get Better, 3 Obstacles That Inhibit Success
April 24 by Customer Contact WeekDemand for interactive voice response (IVR), both DTMF (dual-tone multi-frequency, or "touch tone") and speech recognition, continues to grow. IVR comprises the largest single market for hosted cont...
Call Center Agent Checklist: 18 Steps to a Great Customer Interaction
April 16 by Brian CantorNo party loves engaging in a customer service interaction.One is forced to spend his own time addressing a problem that most likely should not have existed in the first place. The other is often asked...
AT&T – The 10 Ways You Failed Me
October 14 by Tripp BabbittReal service situations create opportunities to see organizations in action. Recently, I had an encounter with AT&T Uverse, my service provider for phone, internet and television. Documenting thes...
3 Ways to Turn Call Center Wrongs into Customer Management Rights
September 10 by Brian CantorThe endurance of rain is required to experience a rainbow. And in customer management, some of the best, most customer-centric outcomes can stem from some of the worst contact center policies. M...
Case Study: How FedEx Created a More Human IVR
August 25 by Customer Contact WeekFedEx knows that time is money for it and its customers, so it’s no surprise that the company saw Natural Language Understanding (NLU) call routing as the ideal way to streamline customer care. What...