Articles about ivr

Not able to get to the Business Systems annual conference?
Don’t worry, I have pulled together some of the key take-aways.

Choosing a voice to represent an organisation requires a deep understanding of branding. Matthew Brown looks at how voices are chosen for on-hold messages.

Paul Cooper argues that if we want to improve customer service, we should start by getting rid of the automated systems.

Ask any customers about automated voice services and you tend to get a chorus of universal scorn about pressing 1 if you don’t want service and getting stuck in an infinite loop without the ability to talk to a “real person”.
However, is this knee-jerk reaction a real reflection of how customers are using voice self-service [...]

With call centre costs growing year-on-year most large organisations are looking at how they can reduce their telephone demand.
Simon Rustom shares his thoughts with us…

A new customer survey has highlighted huge dissatisfaction with voice self-service.
Has the time finally arrived to stop upsetting customers and ditch the touch tone menus?

With voice self-service getting such a bad name, we asked our panel of experts how we can tune up our IVR systems.

Richard Snow looks at what is wrong with IVR systems and what we can do about it.

Has the time come to throw out our IVR systems and start speaking directly to customers?

Customer loyalty is the make-or-break for most businesses. If customers do not keep coming back to you, and are not advocates of your organisation, then churn will become increasingly damaging.
Keith Pearce identifies how a dynamic contact centre can increase customer retention.