Customer Acquisition Cost is a key target for businesses. It also happens to be one area where outbound or blended contact centers can have a
“Average handling time (AHT) is the amount of time a contact center agent typically spends handling an interaction. It includes the total talk and hold
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?
In this post: What is TTS? Why does TTS matter in a contact center? What are the benefits of using TTS? What you should know
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
In this post: What is conversational IVR service? How does conversational IVR service save money? Conclusion Your guide to automated IVR (eBook) It’s risky, being
Getting too many calls is one of the biggest threats to the contact center. Very high call volume damages customer experience, puts strain on agents
A modern conversational IVR uses two important components to ‘listen’ to callers. Natural Language Processing (NLP) and Natural Language Understanding (NLU) have distinct roles –
In this post: What is conversational IVR? Conversational IVR services – why now? How conversational IVR ‘solves’ IVR Why modern IVR systems perform better What