In this post: What is speech recognition?Speech recognition terminologyIs speech recognition a dated term?Why do businesses want voice-based tools?Your (free) guide to contact center automation What is speech recognition? What is speech recognition...
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2020 is speeding by – and it hasn’t been easy for anyone. So what does success look like in a year when the rules went out the window? We’ve assembled a master...
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In this post: Why are IVR solutions idiots?How do IVRs create problems?What’s the *solution* for IVR solutions?What are the benefits of integration?Your free guide to IVR automation (eBook) Erm… why are IVR...
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Contact centres are often faced with a myriad of issues when it comes to adapting and adopting practices and solutions that can transform the way they operate. Cutting through the...
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Post summary: AHT makes a poor agent target but remains an important number for call centers to monitor Call centers which manage to organically reduce handling time have lower costs and higher...
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Post summary: The cornerstone of customer loyalty is great service. Automate wherever you can and focus on pleasing customers instead of trapping them. Create a personable brand. People think in terms of...
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Post summary: Conversational IVR will be the biggest use for Natural Language Understanding. But the tech also has valuable uses for agent productivity. New automation is decreasing call volume – but agents...
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Customer experience is the guiding light of successful businesses. And that has always been the case! We sometimes talk about CX like it was invented in the last decade. But great experiences...
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In this post: What is conversational IVR service?How does conversational IVR service save money?ConclusionYour guide to automated IVR (eBook) It’s risky, being an early adopter. But Delta Air Ways won big when they...
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