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

The Biggest 2017 Trend

It’s December now. Snow, in some places, is falling. Soon, holiday lights will be flickering and thoughts of what the new year will bring will occupy us. And we know what that means. That’s right. It will be time to read all the articles about IVR and contact center and customer service trends for 2017.... Read More

IVR and the Gold Customer

I’ll share a personal experience here and then see if I can’t raise it to a principle of IVR. I have a gold-level account at my bank. That gets me some extra services, free this and no-fee that. Most of the time I bank through online and mobile channels. But when I do call in... Read More

A First Time For Everything

I talk a lot about personalization. About how you can study how each caller into your IVR behaves over time, and about how to adjust the automated interaction to support and react based on that data. Of course, in order to analyze the behavior pattern of a caller, there has to be enough behavior to... Read More

Agent or IVR. They’re Very Much the Same

The other day I read an article called Top 10 Customer Experience Trends For 2016-17 by Brian Cantor. You can read it here. It has nothing to do with IVR. It’s about live-agent contact centers, and ways to improve the experience for the customer. Useful, pragmatic ideas. Here are some of the main points. •... 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

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

When They Gotta Go They Gotta Go

We talk a lot about IVR containment. Containment is a good thing. The fewer people that zero out the better your return on your IVR investment. But there’s one time where containment is not a good thing. When the caller doesn’t want to be contained.Your business success doesn’t depend upon how well you keep customers... 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

IVR and the Freedom to Speak

The changing nature of how customers interact with you makes employing speech technology for your IVR more important all the time. The touchpad is become increasingly awkward. The good news is: there are different levels of IVR speech—so you’ll be able to pick the functionality that fits your customers’ needs and your budget. Read More