It’s Time Your IVR System Got a Second Chance
In a recent post, I said that a good IVR system is more than a barrier to live agents. It’s the reason callers don’t need a live agent. It’s a simple...
Read MoreIn a recent post, I said that a good IVR system is more than a barrier to live agents. It’s the reason callers don’t need a live agent. It’s a simple...
Read MoreIVR is probably one of your most useful pieces of tech. It saves money, it shrinks call queues and it saves agents from some of the most boring jobs. And yet…...
Read MoreInteractive Voice Response (IVR) is a technology that allows callers to interact with an automated voice service. Using either speech or the dial pad of their phone, callers make selections...
Read MoreWhilst communications technology has (apparently) come a long way since the 90s, it seems that with caller experiences it is still hit-and-miss. Why do bad customer experiences still happen? The...
Read MoreSelf-service or the human touch? The research suggests that the answer is not one or the other, but maybe “both”. Better still, “it depends”. As usual in customer service, the world...
Read MoreThe telecoms world is a multiple offender when it comes to acronyms: SIP, RTP, PBX, ACD - the list goes on. One which is very commonly used is IVR (Interactive...
Read MoreA high volume of support calls to agents in your contact center is costly, and often inefficient, especially when a large number of the requests are about relatively simple queries...
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