AI Apocalypse – When IVRs Rule the Contact Center

Blockbuster sci fi films like 2001: A Space Odyssey, The Terminator, The Matrix and countless others thrilled audiences with futuristic technology that seemed so far away. But is fiction becoming reality? Recent discussion among some of the best technological and scientific minds around—people like Bill Gates and Stephen Hawking—paints an apocalyptic picture of machines becoming... Read More

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

Turning Over the Agent Turnover Rate

High annual agent turnover is a huge hit to any call center operation. All the costs of bringing agents up to full productivity are basically wasted if you can’t retain them. Successfully conquering turnover requires a multi-discipline approach—one that’s often just too hard to do without a smart Workforce Management System supporting the cause. 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

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

Inspire Loyalty and Save Money with Great Customer Self Service

The internet, interactive voice response (IVR) systems and mobile apps have made self service a more efficient and cost effective option for many companies. Consider this. On average, it only costs a company $1 when a customer self serves as opposed to $10 for email service and $33 for a service phone call. That is... Read More

Customer Experience: Lost in the Information Shuffle

What if you had a choice between five or six companies that provide a particular product or service, but one company stood out because they truly knew you and treated you like an old friend, where you can pick up a conversation from a few weeks or even a month ago, as if no time... Read More

Becoming Channel Agnostic in the Mobile Age

Smartphone use is growing at an astonishing rate of 45% year over year. Nearly half a billion people will connect to the cloud from a mobile device this year. So what does that mean for the companies that are doing business with, hoping to do business with, or providing service in some way to these... 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

Rate Your IVR Sales Leveraging Efforts

IVR sales leveraging can help increase sales, increase the return on investment of your IVR system and improve the customer service experience. Use this checklist to determine how well you are utilizing IVR sales leveraging techniques and how you might improve your efforts. Read More