Evaluate your IVR by asking these 4 questions

Evaluate your IVR by asking these 4 questions

February 11, 2021 / By Cynthia Stryker / Under

Customers develop a perception of your brand based on their experience with your IVR.  Your IVR is one of the many faces of your brand and a significant component of your customer experience. However, many companies neglect to keep tabs on how their system is operating. That’s really not surprising. After all, how often do you call and engage with your own IVR system for customer service...

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Common Voice and Chat Script Problems – Part 2

Common Voice and Chat Script Problems – Part 2

December 03, 2020 / By Cynthia Stryker / Under

In the first part of our blog, Common Voice and Chat Script Problems, we began to discuss some simple tips to improve customer experience during voice and chat interactions. Steps such as adjusting tone, simplifying prompt complexity, or rearranging them altogether can transform the entire customer experience. Remember, a good experience positively impacts your brand and is good for business.

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Common Voice and Chat Script Problems – Part 1

Common Voice and Chat Script Problems – Part 1

November 05, 2020 / By Cynthia Stryker / Under

Contact centers are complex and delivering quality voice and chat interactions is among one of the most challenging initiatives out there. But that doesn’t mean there aren’t some relatively simple enhancements every company can make to improve performance. What is one of the most effective? Implementing script best practices to your voice and digital channels to make them easier to navigate...

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Engaging with Customers Seamlessly

Engaging with Customers Seamlessly

October 22, 2020 / By Cynthia Stryker / Under

The world as we have known has definitely changed a lot this year, and with these changes also came new challenges for businesses seeking to engage with their customers across, in many case, new digital channels.

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Implementing AI to Address a Global Pandemic

Implementing AI to Address a Global Pandemic

August 06, 2020 / By Cynthia Stryker / Under

The adoption of AI in the contact center has long been a topic of discussion. With spikes in call volume due to the COVID-19 virus and accompanying global pandemic , businesses are now looking to obtain a cost-efficient and intelligent way to address their customers' most pressing issues. AI solutions are fueling traditional self-service approaches while also incorporating chat bots and live...

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How Automation is Preparing Contact Centers for What’s Ahead

How Automation is Preparing Contact Centers for What’s Ahead

May 14, 2020 / By Cynthia Stryker / Under

Consumer and business behaviors have shifted dramatically and will continue to change day-to-day. The good news, and yes- there is good news, is that change creates opportunity. Businesses who invest the time to understand not only what their customers need today but what they will need tomorrow, to communicate with them, and to take a proactive approach to their changing market will achieve...

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Supporting Your Agents and Customers Throughout the COVID-19 Crisis

Supporting Your Agents and Customers Throughout the COVID-19 Crisis

March 17, 2020 / By Cynthia Stryker / Under

Organizations around the globe are struggling to manage the rapid influx of customer outreach resulting from COVID-19. While the immediate impact is heavily focused around the healthcare and travel and hospitality industries, businesses across every major vertical are increasingly looking to expand their contact center capacity and convert to a remote workforce to protect their employees and...

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3 Tips to Help Your Cloud Migration Take Flight

3 Tips to Help Your Cloud Migration Take Flight

August 14, 2019 / By Cynthia Stryker / Under

Cloud technology is undoubtedly one of the leading enablers of business and IT efficiency. And as with any major shift in process or technology, the migration process can be complex.

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