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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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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3 Ways to Help Your Customers Avoid Contact Center IVR Hell!

3 Ways to Help Your Customers Avoid Contact Center IVR Hell!

June 25, 2020 / By Marketing / Under

We’ve shared just how critical a well-tuned IVR system is. After all, your customers consider your inbound contact center to be as much a representative of your organization as your storefront or your salespeople. When it doesn’t deliver, and your customers are relegated to shouting at their phones in frustration. Or even worse, hanging up altogether, they directly connect that negative...

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Is Your IVR Contributing to a Better Customer Experience?

Is Your IVR Contributing to a Better Customer Experience?

April 16, 2020 / By Marketing / Under

When your customers contact you for support, sales or other purposes, what’s their experience like? Do you have a system in place for measuring your customer experience? Tracking contact center metrics is critical to delivering positive, brand-reinforcing customer service with every call. However, many companies lack the proper system to track and measure their data. Are you awareof what IVR...

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Proactive Change - Good for the User Experience

Proactive Change - Good for the User Experience

October 31, 2019 / By Donna Penwell / Under

Remaining complacent during this time of disruptive change in customer experience is not the best way to sustain your business’s success and vitality.  Out of date back office systems and processes need to be dealt with proactively, responding to the increasingly demanding consumer who expect a fast and easy user experience.

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Consulting is dead.

Consulting is dead.

May 06, 2019 / By Kevin Maas / Under

When people hear the term “consultant” in a meeting, some laugh. Some cringe. Some might even roll their eyes. I freely admit I used to be one of those people. Maybe it’s the classic problem: “My boss doesn’t want to hear it from me, but when a consultant says the exact same thing, it’s suddenly a brilliant revelation!” Have you ever had that experience? Funny, me too. I guess that makes it...

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Some Pointers You Can Use to Enhance the Customer Experience

Some Pointers You Can Use to Enhance the Customer Experience

January 04, 2019 / By Marketing / Under

Serving customers across numerous channels in contact centers with innovative solutions are readily available. Retail businesses often face a variety of challenges, like high call volumes, massive orders, and aggravated customers, particularly during seasonal surges. To ensure a superior customer experience is delivered, it is imperative to have a strategic plan in place. The goal is to...

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Modernizing the CX in Your Contact Center

Modernizing the CX in Your Contact Center

September 28, 2018 / By Marketing / Under

If you have not updated the way that you do business in your Contact Center recently, then you likely are not providing a modern customer experience.   Ensuring that you are delivering an experience that your customers need is critical to future growth and satisfaction.

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How The Callback Option Can Improve Your Contact Center Performance

How The Callback Option Can Improve Your Contact Center Performance

July 13, 2018 / By Donna Penwell / Under

Businesses spend millions marketing their products trying to satisfy existing customers and gain new ones.  A great Customer Experience is at the top of the list when looking at ways to develop loyalty and shine above competitors.  However, all that effort goes to waste when customers feel upset and frustrated when they call into your contact center to resolve an issue - and have to wait and...

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Increase ROI in Your Contact Center with Artificial Intelligence

Increase ROI in Your Contact Center with Artificial Intelligence

June 20, 2018 / By Marketing / Under

Contact centers must streamline operations in order to remain competitive in the modern business landscape. Artificial intelligence has the ability to do this in ways that a strictly human team simply cannot. Many contact centers that are falling behind with the technology are also falling behind in performance. Let's take a look at some of the ways that artificial intelligence is used in the...

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