Aristotle Would Have Something to Say about IVRs

Ah the old Tabula Rasa. Which of us in the world of contact center automation doesn’t think daily about the Stoic school of ancient Greek philosophy whose idea of mind was one of a blank slate (more literally, an “erased slate”) upon which is written life experiences. You know. Like an IVR. In fact, I... Read More

The Fastest Way to Lose Wait

In the past couple of posts I’ve talked about the importance of not allowing your IVR to stand in the way when your caller zeros out to reach an agent. But you face another issue that stands between call handoff and customer satisfaction: the wait. Here’s where your IVR comes back into play. Even though... Read More

How to reduce security risk in the cloud.

Security and regulatory compliance continue to be top cloud concerns, and for good reason. It’s hard to trust something you can’t see and have little control over. And yet technology providers keep trying to push customers to the cloud – their cloud. The reality is, you can improve your security posture and reduce compliance risk... Read More