Plum Voice » Blog http://www.plumvoice.com Automated Communications Technology Thu, 21 Jul 2016 19:50:06 +0000 en-US hourly 1 http://wordpress.org/?v=4.2.1 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

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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

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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

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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

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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

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From Puppet to Puppet-Master: Regain Control of the Customer Service Experience with IVRhttp://www.plumvoice.com/resources/blog/control-cx-with-ivr/ http://www.plumvoice.com/resources/blog/control-cx-with-ivr/#comments Wed, 25 May 2016 15:25:37 +0000 http://www.plumvoice.com/?p=8990 Control can be an elusive thing. Like a handful of sand, the tighter you grip it the faster you lose it. This idea has a practical application when it comes to voice-based customer service, especially for large insurance and financial services that use call centers. Insurance and financial services companies, especially, have a vested interest in providing great customer service.... Read More

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Case Study: How to Use IVR as a Hub for All Your Voice-Based Customer Service Needshttp://www.plumvoice.com/resources/blog/case-study-ivr-voice-based-customer-service-hub/ http://www.plumvoice.com/resources/blog/case-study-ivr-voice-based-customer-service-hub/#comments Thu, 12 May 2016 21:41:34 +0000 http://www.plumvoice.com/?p=8938 There’s something to be said for organization, and the more pieces that are in play the greater need to keep everything orderly. When we’re talking about managing high volume phone calls interactive voice response is the manna for your trek through the desert. One of the great things about using an IVR to centralize incoming calls is that it doesn’t... Read More

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How Application Development is like a Team Sporthttp://www.plumvoice.com/resources/blog/application-development-like-a-team-sport/ http://www.plumvoice.com/resources/blog/application-development-like-a-team-sport/#comments Thu, 05 May 2016 17:51:40 +0000 http://www.plumvoice.com/?p=8887 With the Olympics coming to Rio de Janerio this summer there will be plenty of individual and team athletic achievement on display. Individual performances can be awe-inspiring. Just think about Usain Bolt at the London games, for example. With individual sports it’s clear where the main onus lies. But the benefit of team sports is that there are others to... Read More

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Where Do Telephone Numbers Come From?http://www.plumvoice.com/resources/blog/where-do-telephone-numbers-come-from/ http://www.plumvoice.com/resources/blog/where-do-telephone-numbers-come-from/#comments Fri, 29 Apr 2016 17:08:14 +0000 http://www.plumvoice.com/?p=8863 When I moved from Chicago to Denver in 2010, I got myself a Google Voice number as an easy way to have access to a local phone number. Once you have a Google Voice number in most cases you can port it away from Google for a small fee and that can be your new phone number. When I switched... Read More

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Just Say No to Resets: Seamless Customer Experience in Omni-Channel Communicationshttp://www.plumvoice.com/resources/blog/seamless-cx-omni-channel-communications/ http://www.plumvoice.com/resources/blog/seamless-cx-omni-channel-communications/#comments Thu, 21 Apr 2016 19:52:48 +0000 http://www.plumvoice.com/?p=8847 Omni-channel communications appeal to a lot of companies. And it makes sense that they do. Having that type of power at your disposal allows businesses to meet customers on their turf. While this means there are more channels to manage, when done right, the benefit is that omni-channel communications create a better customer experience. Omni-Channel vs. Multi-Channel Now omni-channel is... Read More

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