Ashley Frazier

A Six-Part Checklist For Voice Self-Service: Are You Marking Off All The Right Boxes?

Perhaps the best word to describe how many customers feel about the voice self-service channel is ‘conflicted.’ While they understand why businesses use self-service, and they appreciate self-service options when they work well, customers also become highly frustrated when they don’t. This “love to hate” dynamic seems to come down to poor service design and …

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To Address Caller Frustration, Focus on CX, Not Cutting Costs

The global interactive voice response market has a projected 7% CAGR through 2023, with revenues of more than $3.7 billion USD. This is because IVR has been proven to benefit both customers and companies: For customers, surveys have established that they prefer to use the voice channel because it’s familiar to them; further, they appreciate …

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The Customer Service Automation Tool You Need At Your Healthcare Facility

As anyone who works in healthcare knows, today’s patients want more than the basics of treatment. They expect their experience with your healthcare facility to be convenient for them, seamless, and completely transparent. Therefore, it’s crucial for healthcare providers to understand the stresses and frustrations patients experience through the various stages of their journey with …

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The Path to Contact Center Automation First Starts With Manual Work

Let’s talk in business clichés for just a moment: If you had to pick the “low-hanging fruit” of processes in your contact center that could lead to the “most bang for your buck,” what would they be? Just in case clichés aren’t your thing, we’re simply asking you to think this through: Which least valuable …

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How Your Business Can Hit the 90/10 Rule for Call Automation

Businesses love numbers, so it’s no surprise that historically a fair amount of energy has gone into trying to quantify paths to success. Examples include the 80/20 rule of sales as well as a traditional benchmark for contact centers that states 80 percent of your calls should be answered in 20 seconds or less. However, …

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How to Reduce the Cost of Outbound Calls

In the realm of the contact center, keeping down the cost of outbound calls is a primary focus. The goal should always be to manage outbound call cost with customer experience quality. Getting the balance right means implementing a multi-pronged approach that optimizes agents, support staff, technology and training. Start with a Call Calculation Contact …

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Eight Ways to Smooth Out Your Clunky Call Experience Before the Holidays Hit

While there’s plenty of singing about sleigh bells ringing during the holidays, businesses typically are more focused on their phones ringing. Yet, sales and marketing success requires callers to have a seamless, individualized experience when they dial for assistance. The time to consider the caller experience isn’t when we’re in the final countdown to the …

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How to Increase Your Payment Acceptance Rates by Phone

An important part of the customer experience is the payment process. Of course, you want it to be fast and frictionless for your customers, regardless of the channel they choose. In the case of IVR phone payments, there are some simple strategies you can implement to increase efficiency and improve customer satisfaction. The Benefits of …

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