There’s no doubting that 2020 was a tough ride for the insurance industry. With 2021 shaping up to be perhaps just marginally better, many industry
Customers hate waiting on the phone to speak to an agent. Everyone knows this. The question, then, is why do so many of us keep
In this post: What is speech recognition? Speech recognition terminology Is speech recognition a dated term? Why do businesses want voice-based tools? Your (free) guide
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
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?
Contact centers are often faced with myriad issues when it comes to adapting and adopting practices and solutions that can transform the way they operate.
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
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
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
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