PlumMarketing, Author at Plum Voice

IVR: The Key to Efficient Payment Processing

Is the word “efficiency” so cliché these days that we’ve forgotten exactly what it means? The Oxford Dictionary defines it as the ratio of useful work performed to the total energy expended. The Business Dictionary switches out the concept of energy with resources expended, which should at minimum include the time taken, the effort made, …

IVR: The Key to Efficient Payment Processing Read More »

Understanding Secure Authentication Methods

Security, Technology, Voice Biometrics / By PlumMarketing

Different approaches to secure authentication relate to user security and accessibility. Each approach has its advantages and disadvantages, but the key is to find and provide the right balance between secure authentication methods. Knowledge-Based Authentication (KBA) Knowledge-based authentication (KBA) is the most common form of security measure. This typically consists of a username and password …

Understanding Secure Authentication Methods Read More »

3 Studies Showing Why You Shouldn’t Put Customers on Hold

Call Center, Customer Experience / By PlumMarketing

No one likes being put on hold. It’s a red flag when putting customers on hold becomes part of the natural rhythm of live agents. Let’s take a look at 3 studies that show how putting customers on hold can impact a business and the customers experience. Placed on Hold Overuse of the hold function can …

3 Studies Showing Why You Shouldn’t Put Customers on Hold Read More »