Plum Voice » Blog http://www.plumvoice.com Automated Communications Technology Wed, 28 Sep 2016 16:56:43 +0000 en-US hourly 1 http://wordpress.org/?v=4.2.1 How to Do A/B Analysis on Voice Applicationshttp://www.plumvoice.com/resources/blog/how-to-a-b-test-voice-applications/ http://www.plumvoice.com/resources/blog/how-to-a-b-test-voice-applications/#comments Thu, 22 Sep 2016 20:15:23 +0000 http://www.plumvoice.com/?p=9297 There is no single way to assess the effectiveness of your voice applications. For people who are new to voice automation or VoiceXML it may not be clear where to start with A/B analysis. Of course, this begs the question: “why bother?” After all, you have your application up and running, and it works fine, right? Just because it works... Read More

The post How to Do A/B Analysis on Voice Applications appeared first on Plum Voice.

]]>
http://www.plumvoice.com/resources/blog/how-to-a-b-test-voice-applications/feed/ 0
Coder’s Corner: Create A Self-Service App That Doesn’t Suckhttp://www.plumvoice.com/resources/blog/code-balance-check-self-service-app/ http://www.plumvoice.com/resources/blog/code-balance-check-self-service-app/#comments Wed, 14 Sep 2016 20:38:20 +0000 http://www.plumvoice.com/?p=9286 Let Customers Be “In The Know” It’s no secret that the majority of people prefer, and even expect self-service options nowadays. Why, you may ask? Because self-service is a constant. No matter what or where someone is they can pick up the call and make a payment because there’s no need for people to be on the other end of... Read More

The post Coder’s Corner: Create A Self-Service App That Doesn’t Suck appeared first on Plum Voice.

]]>
http://www.plumvoice.com/resources/blog/code-balance-check-self-service-app/feed/ 0
Experts Reveal How to Get Healthy, HIPAA-Compliant IThttp://www.plumvoice.com/resources/blog/healthy-tech-environment-hipaa-compliance/ http://www.plumvoice.com/resources/blog/healthy-tech-environment-hipaa-compliance/#comments Thu, 25 Aug 2016 16:07:16 +0000 http://www.plumvoice.com/?p=9244 Personal medical information may be the only type of data that is more valuable to internet ne’er-do-wells than credit card information. Health care data breaches are serious business so having security measures in place to protect patient information is critical. The federal government passed the Health Insurance Portability and Accountability Act of 1996 (HIPAA) to help address this situation. Companies... Read More

The post Experts Reveal How to Get Healthy, HIPAA-Compliant IT appeared first on Plum Voice.

]]>
http://www.plumvoice.com/resources/blog/healthy-tech-environment-hipaa-compliance/feed/ 0
Expert Advice on Getting Your Tech PCI Complianthttp://www.plumvoice.com/resources/blog/achieve-pci-compliant-tech/ http://www.plumvoice.com/resources/blog/achieve-pci-compliant-tech/#comments Thu, 11 Aug 2016 18:15:10 +0000 http://www.plumvoice.com/?p=9242 If your company does or is thinking about processing credit card payments, whether it’s a single transaction or millions, it’s wise to ensure that those payments go through a PCI-DSS compliant environment. PCI-DSS is a set of security standards established by the leading credit card companies, e.g. Visa, MasterCard, American Express, and Discover. To be clear, there are a number of... Read More

The post Expert Advice on Getting Your Tech PCI Compliant appeared first on Plum Voice.

]]>
http://www.plumvoice.com/resources/blog/achieve-pci-compliant-tech/feed/ 0
The Right Tool for the Job: Finding the Best Survey Approach to Measure Customer Experiencehttp://www.plumvoice.com/resources/blog/finding-best-survey-approach-to-measure-cx/ http://www.plumvoice.com/resources/blog/finding-best-survey-approach-to-measure-cx/#comments Thu, 28 Jul 2016 20:09:08 +0000 http://www.plumvoice.com/?p=9170 When you think about it there aren’t different survey types. Not really. A survey is simply one or more questions intended to elicit a response on a given topic. Where things start to get complicated is when we factor in the goals we want to achieve by using surveys. When we talk about “survey types” what we are really getting... Read More

The post The Right Tool for the Job: Finding the Best Survey Approach to Measure Customer Experience appeared first on Plum Voice.

]]>
http://www.plumvoice.com/resources/blog/finding-best-survey-approach-to-measure-cx/feed/ 0
Respect the Customer Journey: Principles of Voice Self-Service Appshttp://www.plumvoice.com/resources/blog/principles-of-voice-self-service-applications/ http://www.plumvoice.com/resources/blog/principles-of-voice-self-service-applications/#comments Thu, 21 Jul 2016 19:50:06 +0000 http://www.plumvoice.com/?p=9173 It seems that the nostalgia industry will never die. But anyone who wants to turn back the clock might get more than they bargain for. For example, you’re on your way home from work. You duck into the grocery store to pick up one small item, like a can of tomato sauce. Immediately you feel like you’re on an episode... Read More

The post Respect the Customer Journey: Principles of Voice Self-Service Apps appeared first on Plum Voice.

]]>
http://www.plumvoice.com/resources/blog/principles-of-voice-self-service-applications/feed/ 0
A Beginner’s Guide to HIPAA and PCI-DSS Compliancehttp://www.plumvoice.com/resources/blog/hipaa-pci-compliance-guide/ http://www.plumvoice.com/resources/blog/hipaa-pci-compliance-guide/#comments Wed, 13 Jul 2016 20:34:24 +0000 http://www.plumvoice.com/?p=9167 We spend a lot of time talking about security these days. And right so. Data breaches can be costly for everyone involved. We’re not just talking financial costs either, although those can mount quickly. Industries that deal with sensitive customer data on a daily basis need to ensure that the people and companies creating and using that data do so... Read More

The post A Beginner’s Guide to HIPAA and PCI-DSS Compliance appeared first on Plum Voice.

]]>
http://www.plumvoice.com/resources/blog/hipaa-pci-compliance-guide/feed/ 0
Personalization Basics in Voice-Based Customer Servicehttp://www.plumvoice.com/resources/blog/personalizing-voice-customer-service/ http://www.plumvoice.com/resources/blog/personalizing-voice-customer-service/#comments Wed, 22 Jun 2016 17:08:02 +0000 http://www.plumvoice.com/?p=9151 One of the appealing aspects of the bar Cheers was that it was a place where everyone knew your name. A friendly face that knows your preferences doesn’t just make you feel appreciated, it’s also more efficient. Forget the formality, this type of personal attention lets you cut right to the heart of the matter and get things done quickly.... Read More

The post Personalization Basics in Voice-Based Customer Service appeared first on Plum Voice.

]]>
http://www.plumvoice.com/resources/blog/personalizing-voice-customer-service/feed/ 0
SMS – Tap into Communications that Customers Actually Engage Withhttp://www.plumvoice.com/resources/blog/sms-communication-customers-engage-with/ http://www.plumvoice.com/resources/blog/sms-communication-customers-engage-with/#comments Thu, 09 Jun 2016 17:09:26 +0000 http://www.plumvoice.com/?p=9085 You want to make sure that your most important communications actually make it to your customers and that they engage with them, right? That’s a pretty basic desire no matter what business or industry a company is in. Nowadays there are so many different communications channels it can be difficult to know which one is right for your customers. Of... Read More

The post SMS – Tap into Communications that Customers Actually Engage With appeared first on Plum Voice.

]]>
http://www.plumvoice.com/resources/blog/sms-communication-customers-engage-with/feed/ 0
3 Uses for Voice Tech in Insurance Customer Servicehttp://www.plumvoice.com/resources/blog/voice-tech-insurance-customer-service/ http://www.plumvoice.com/resources/blog/voice-tech-insurance-customer-service/#comments Thu, 02 Jun 2016 15:59:45 +0000 http://www.plumvoice.com/?p=9010 Our last post noted how important it is to control the initial customer interaction when it comes to customer self-service over the phone. Once you’ve got control a new challenge arises, namely what do to with that control. Our advice is to wield a scalpel in your approach rather than a hammer. Some of the nation’s largest insurance companies use... Read More

The post 3 Uses for Voice Tech in Insurance Customer Service appeared first on Plum Voice.

]]>
http://www.plumvoice.com/resources/blog/voice-tech-insurance-customer-service/feed/ 0