John, Paul, George, Ringo and IVR

What do the Beatles and IVR have in common? One thing people complain about with IVRs is the music they have to listen to during the long waits (but we know they’re really complaining about the wait itself). If you think about it, those IVR systems are really playing an endless loop of Beatles songs. Read More

Why good customer service is sometimes hard to find

Tad Thompson, Senior Vice President of Sales and Marketing, was interviewed for this piece on customer service by Local 4 Detroit. In the article, Thompson explains how companies have improved customer service over time and how proactive service is the wave of the future. Read More

The Key to Big Data Success in an Omnichannel Contact Center

It’s easy to get caught up in the opportunities made possible by big data in the contact center. The information customers provide both explicitly and implicitly about their preferences and intentions can lead to valuable insights that improve how you engage with them. Once you start thinking outside the box, it seems there is no... Read More

Are you using Big Data to engage your Customers?

  Your organization’s contact center is a hotbed of data. Every interaction with the customer results in a wealth of information – some of it inferred, some of it explicitly stated – about the customer’s needs, wants and desires. This data offers organizations of all types and sizes an opportunity to take customer service to... Read More

Go read up on Customer Experience Ecosystem Mapping

As a panelist at ICMI Call Center Demo and Conference, Ian Hunter spoke about channel agnostic business processes that enhance the customer experience. He explores the theme in greater detail here, and refers to some useful reading material from Forrester analyst Paul Hagen. Read More

Regarding Your IVR: You’re Doing it Wrong

Are you trying to process calls in your IVR as quickly as possible? Or limit the number of calls that go from the IVR software to a live customer service agent? If you answered yes to either of these questions, we have news for you: You’re approaching your IVR solution all wrong. In an attempt... Read More

IVR Gets a Bad Rap

Interactive voice response (IVR) systems have long been easy targets of cheap shots, and the bad rap has been somewhat of a self-inflicted wound for businesses that have adopted poorly designed iterations. However, when IVR applications work, they work well and can make a major difference in your company's efficiency and the customer's experience. Read... Read More

Happy call center agents = happy customers

Can the customer's experience be a happier one if the call center agent is happy? Why not? This article explores what makes a call center agent happy and how that satisfaction can be transferred to the customer for an improved customer experience. Read More

Enhancing the customer experience in the cloud

Your on-premise contact center equipment is beginning to age, and there is a ton of great new integrated customer management technology that you've been reading about. You're at a crossroads: what do you do? Read this article to learn more about the difference between cloud abnd on-premise call center solutions and how it can positively... Read More