Your opinion: Time to throw out the IVR?
Has the time come to throw out our IVR systems and start speaking directly to customers? (more…)
Using technology to reduce customer frustration
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. (more…)
How IVR can be critical to defusing crisis calls
Alex Connors reveals how, when crises create calls, your business needn’t be wiped out by the sheer volume of contacts that come in from crowds. This, he says, is the opportunity for interactive voice response (IVR) to show its worth. (more…)
Delivering service quality: the power of speech
Tom Risbrook reveals how speech-based ‘intelligent call steering’ can be used to delight your customers while making life a lot easier for your staff. (more…)
Technology to boost agent productivity
Are your agents so overwhelmed that their productivity is going down the pan? Let Frank Trefzer talk you through the technology that can actually help drive productivity. (more…)
Don’t blame the technology - getting the most out of your IVR
Forget the stereotypes of interactive voice response (IVR) systems as mere robotic voices on the end of a phone line. As Nick Applegarth reveals, today they are so much more sophisticated. (more…)
What to look for when buying - interactive voice response systems
Our regular technology column is dedicated to investigating what you should think about when buying a particular piece of technology. This month, we’ve asked four specialists –
Genesys, New Voice Media, Plum Voice Portals and Sabio – for their advice on IVR. (more…)
Everything you need to know about call back technology
Customer complaints about queues are a perennial issue for contact centres. Suzette Bouzane Meadows and Richard Farrell demonstrate how call back technology can help solve the issue and provide more effective customer service. (more…)
How to right the wrongs of IVR
Interactive voice response (IVR): it’s the bane of many a customer’s life. So much so, in fact, that one American consumer has gone so far as to publish his own cheat sheet, dedicated to helping other hapless customers get out of IVR systems with the touch of a button. (more…)
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