Plum Voice Blog

Stay up to date on the most relevant topics and developments in the world of automated communications with tips, tricks, and advice from Plum

About   Jason Myers

Jason Myers is the Copywriter at Plum Voice.

Prior to Plum, Jason worked primarily in the higher education sector and as a freelance writer. He holds a PhD in Irish history from Loyola University Chicago, and a BA in history from Oakland University (Michigan). He has published a book on Irish history and enjoys following lacrosse and the musical stylings of the Grateful Dead.

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3 Ways To Boost Your IVR Containment Rate Without Touching Your IVR

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The true test of how effective your IVR solution is often lies in the containment rate. This corresponds to how many callers use, or are contained within, the IVR from the entirety of their transaction. That means not abandoning the IVR to speak to a live agent. Now IVR technology is a huge boon to payment processing. It gives people… Read More

Transcription vs. ASR: Which Is Right For You?

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It happens all the time with technology: two different processes that share some similarities get conflated. People say one thing and really mean the other, and vice versa. One area where we see this with audio related processes involves automatic speech recognition (ASR) and transcription. What both of these things tend to suffer from is a definition problem. When it… Read More

Change Your Healthcare Billing for the Better with IVR

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The World of Healthcare Billing A recent article from Advance Healthcare Network highlighted some of the issues that exist in the world of healthcare billing and offered a number of specific areas where healthcare companies can focus their energy to create a better experience for patients. This article demonstrates how no solution exists in a vacuum. But that just means… Read More

How Much Text-To-Speech Is Too Much For Your IVR?

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Original image source When building a voice application one of the first questions you need to answer is: to what degree will you use text-to-speech? Initially, it may seem like a great idea to use text-to-speech (TTS) wherever possible. After all, it’s faster and cheaper to just type out some generic code, right? Here’s the catch. TTS is great! For… Read More

IVR Personalization Is Not Optional

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Customer Service – Both Art & Science One of the most important things to realize when doing business is that people don’t buy from companies – they buy from other people. When you sit back and think about this it makes sense. It’s easier for one human to connect with another one than it is for a machine. Well, at… Read More

The Netflix Effect & Why Voice Remains Critical For Customer Service In 2017

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The Netflix Effect The world of technology often seems like the fallout from Sherman’s march to the sea where old technologies are left smoldering in ashes in the wake of the latest and greatest. We might even call this the Netflix effect. After all, not many people choose VHS as their primary medium for watching movies these days. Heck, even… Read More

IVR – The Strong, Silent Partner In Mobile Banking

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From Here to There and Everywhere Are we seeing the swan song of brick-and-mortar store fronts for banks? It’s no secret that mobile banking has taken off in recent years. People are more likely to stand outside their bank and complete a transaction on their phone than to actually go inside. Scaling back the number of brick-and-mortar locations eliminates a… Read More

6 Ways IVR Rocks for the Prepaid Card Industry

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As the holiday season comes barreling at us like a runaway train, prepaid card companies start to prepare for an onslaught of new customers. Prepaid cards have become a ubiquitous form of currency. Companies use them to fulfill rebates, average Joes and Jills use them as gifts, and there are plenty of other uses for them, too. Fortunately, with the… Read More

Everything You Need To Know About IVR Containment Rates

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What do you think of when you hear ‘cost savings’? Is it a corporate mascot skiing down a pile of money like Scrooge McDuck? One can only hope… Cost savings is one of the major reasons why companies turn to automation and self-service. Computers can multi-task a lot better than people, so it just makes sense to automate common processes… Read More

Visualizing Your Transfer Rate with VoiceTrends Diagnostic Flow

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The whole point of automation is to make tasks and processes more efficient. Nothing throws a left-handed monkey wrench in the gears of automation faster than when your users bail out of your application to talk to an agent. Granted, sometimes it’s necessary for a customer to talk to an actual person, but for the most part if you have… Read More