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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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 aware of what IVR...

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How to Achieve the Ultimate User Experience

How to Achieve the Ultimate User Experience

September 06, 2019 / By Marketing / Under

User Experience Design (UX) is more than an interface on an application. UX is intended to design and develop clear, efficient, user-friendly interactions between customers and companies through a variety of applications. It is more than just recording prompts for your IVR with someone from the motor pool that has a cool sounding voice or redesigning a call flow so that customers get to the...

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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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6 Positive Features of Chatbots in Contact Centers

6 Positive Features of Chatbots in Contact Centers

August 31, 2018 / By Marketing / Under

Automation has always been part of the contact center world – and it is getting even bigger with the addition of chatbots.  While they are in a basic stage now, as is with all things related to AI, chatbots are getting better the more we use them. Machine learning is different than human learning – it’s only as good as the data we feed it. Chatbots lack natural cognition to challenge inputs...

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Great Customer Experience - No Magic Wand Necessary

Great Customer Experience - No Magic Wand Necessary

January 11, 2018 / By Donna Penwell / Under

As Contact Center managers spin around feverishly trying to keep up with the latest self-service trends, customers are continuing to do what they have always done…pressing zero a bunch of times trying to reach an live person!  Although technology is our friend when it comes to our smart phones and talking cars, customers still have a tendency to want to talk to an agent, even for the simplest...

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How to Find the Right Voice for Your IVR

How to Find the Right Voice for Your IVR

June 09, 2017 / By Marketing / Under

Choosing a Voice Vendor: Find the “Just Right” Partner When searching for voice talent for your IVR it is important to understand the goals and objectives of the project and align those to the right partner. For the best result, it’s essential that you identify a voice provider that knows the contact center and its related technologies. The “too big” and “too little” options will leave you...

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