Business

Say No To Resets-OmniChannel-01

Just Say No to Resets: Seamless Customer Experience in Omni-Channel Communications

Business, Customer Experience, IVR, Omnichannel, Self Service, Technology / By

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 …

Just Say No to Resets: Seamless Customer Experience in Omni-Channel Communications Read More »

NLP Blog

Natural Language Processing: A Financial and Technological Perspective

Business, Customer Experience, Speech Recognition, Technology / By

With the rise of virtual personal assistants, like Siri and Cortana, the way in which they “just work” has started to create a perception that this type of technology should be ubiquitous in all voice applications. This is kind of like how crime procedural TV shows have led to juries expecting “CSI-like” evidence at trials. …

Natural Language Processing: A Financial and Technological Perspective Read More »

5 Innovative Ways to Automate Communications

5 Innovative Approaches to Automated Communications that Improve Efficiency

Business, Technology / By

On December 1, 1913, Henry Ford unveiled what was arguably his most important invention. No, it wasn’t a new vehicle; Ford’s game changer was the moving-chassis assembly line. This foray into industrial automation reduced the build time on a Model T from twelve hours to two-and-a-half hours. Obviously, this meant that Ford could produce more …

5 Innovative Approaches to Automated Communications that Improve Efficiency Read More »

Holistic-Customer-Satisfaction-2

A Holistic Approach to Customer Satisfaction

Business, Customer Experience, Customer Satisfaction, Healthcare, Surveys / By

The Buyer’s Journey In marketing there is a lot of talk about the “buyer’s journey.” This is a not-so-fancy way to describe the process by which a person discovers and purchases a product or service. So if we’re talking about buying a car, the journey isn’t the picture on Instagram of someone standing next to …

A Holistic Approach to Customer Satisfaction Read More »

How to Handle Call Spikes

How To Handle Fluctuating Call Volume

Business, Plum Voice, Technology, Telephony / By

Needlessly looking for a reason to worry? With the holiday season on the crest of an approaching wave many companies that already do the majority of their customer service over the phone will likely see their call volume swell even higher. Likewise, even companies that favor service options using other communications channels will see spikes …

How To Handle Fluctuating Call Volume Read More »

Master Lego Builder-CPaaS

Become A Master Builder: How a Communications Platform is like Legos

Business, IVR, SaaS, Technology / By

All about that base Most people have spent time building with Legos at one point in their lives. The great thing about Legos is that you can build virtually anything you can imagine with those little interlocking bricks. What makes Lego creations even better? When you have a base plate to go along with all …

Become A Master Builder: How a Communications Platform is like Legos Read More »

happy-employee

Ask About the Monday Blues to Measure Employee Engagement

Business, Customer Experience, Surveys / By

Conventional wisdom says that employee engagement affects customer service and the customer experience. Engaged, satisfied employees tend to do their jobs better, whether that’s while talking to a customer or designing an IVR call flow. But what’s the measuring stick for employee engagement? What do we ask them to delve into their psyches and find …

Ask About the Monday Blues to Measure Employee Engagement Read More »

happy-employees

Does Customer Satisfaction Affect Employee Satisfaction?

Business, Customer Satisfaction / By

Research shows that employee satisfaction can have a positive effect on customer satisfaction. But does it work the other way around? In a paper titled Relationship Between Employee Satisfaction and Customer Satisfaction, Beomjoon Choi of California State University, Sacramento and Hoseong Jeon of Hallym University in South Korea present their findings on the issue. As …

Does Customer Satisfaction Affect Employee Satisfaction? Read More »