Does Your IVR Really Save You Money?

Does Your IVR Really Save You Money? As the original self-service tool, IVR technology has long been a cost savings mechanism. Unfortunately, many organizations today don’t realize that their antiquated IVR solution is actually driving up contact center costs because the options are so limited and the containment rate is so low. So, what can... Read More

Gamification Means Playing to Win

When you set up your gamification program, don’t focus on results. Focus on the process of call handling that leads to great results. That’s what you want to reward, and that’s how you help agents work better, not harder. Read More

Gamification Badges of Honor

When you set up your gamification program, don’t focus on results. Focus on the process of call handling that leads to great results. That’s what you want to reward, and that’s how you help agents work better, not harder. 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

Why the Voice of the Customer is a Driver of ROI

Listening to the Voice of the Customer drives lowered cost and service improvements. Because customers want to interact with their preferred devices on their own time frame, companies have adopted a cloud-based call center model for agile service delivery that accommodates change. Read More

Skills-Based Routing Leads To Effective Customer Engagement

Improvement of the customer service experience is a never-ending challenge in today's call centers. Due to the increased number of agents and the handling of a wider variety of calls in multiple languages and support areas, customer engagement is often compromised. This leads to dissatisfaction and disappointment in overall service. However, one concept that can... Read More

Serve the Customer, Not the Channel

As new communication channels have emerged, customers’ entry and exit points into your organization have become more difficult to predict. Resolving customers’ issues at first-touch—in a consistent manner across multiple channels—can be an exhausting dilemma if the services and resolutions offered to customers are not the same on every channel. Read More