Omnichannel in Action

The other day my errands turned into one omnichannel adventure after another. My experience offers three examples of how companies in three different industries improved my customer experience with their omnichannel solutions. Pick Up Prescriptions My first stop was my pharmacy. The pharmacy sent me a text telling me that a prescription had been automatically... Read More

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

When You Make Me Wait Don’t Waste My Time

There are lots of great suggestions about how to keep customers from zeroing out. But sometimes zeroing out is exactly what you want them to do. When? Whenever they want. If your customer wants to talk to an agent, make it happen. If he hits zero, send him on to a live agent, no questions... Read More

Not Your Father’s IVR

Sometimes, I’m just thinking out loud here, in a world of smartphones and devices and the Internet of Things, we begin to look at IVR as another telegraph or typewriter—something so yesterday, so antiquated, so powerless—at least in comparison.   But it’s just not true: certainly not today, and it will be even less so... Read More

ANI Starts Smart Conversations

USAN recently published a white paper called How to Make Customers Fall in Love with Your IVR. It’s a spotlight piece, designed to highlight the value of advanced IVR features. I thought I’d spend a few blog posts drilling down a little more deeply into those features. I’m going to start with the way IVR... Read More

Why Your Business Needs A Customer Engagement Strategy

A customer engagement strategy is about more than bells and whistles. It's about creating an interaction between your brand and your customers. This increased interaction allows your business to become more than a product or service; it becomes a part of your customer's social channels, their peer groups and your brand will get integrated into... Read More

Next Generation Contact Centers: Getting Social Right

Social media holds enormous potential, but the sheer volume of information along with customers’ higher expectations means that there are huge pitfalls ahead for companies that make social media mistakes. Next generation contact centers can help your company get social right. Read More

Call Center Solutions: Trends to Watch

Today’s customers expect to interact with companies on a variety of platforms—phone, e-mail, chat, text, and social. As customers’ expectations have changed, call center solutions have grown increasingly sophisticated. This article provides a few call center trends to watch. Read More