Articles about ivr
Contact centres hang up on speech recognition
Contact centres have given a big thumbs-down to speech recognition, according to an IVR survey carried out by Call Centre Helper.
(Read more...)Six conference take-aways
Not able to get to the Business Systems annual conference?
Don’t worry, I have pulled together some of the key take-aways.
What is the best voice to use for on-hold messages?
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.
(Read more...)Time to drop the automated phone systems?
Paul Cooper argues that if we want to improve customer service, we should start by getting rid of the automated systems.
(Read more...)The best places to use voice self-service
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 [...]
10 ways to reduce telephone demand
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…
Six things to banish from your contact centre
A lot of things in contact centres have outlived their ’sell-by dates’ .
Richard Snow takes us through his wish list of things that he would like to see banished from the call centre.
Lose your customers or ditch your IVR?
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?
28 Hot Tips to improve your IVR
With voice self-service getting such a bad name, we asked our panel of experts how we can tune up our IVR systems.
(Read more...)Time to get rid of your IVR (or at least fix it)
Richard Snow looks at what is wrong with IVR systems and what we can do about it.
(Read more...)Forum posts about ivr
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