Business Systems 4

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.

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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.

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

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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 [...]

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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…

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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?

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

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

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

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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.

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