From Puppet to Puppet-Master: Regain Control of the Customer Service Experience with IVR

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… Read More

Case Study: How to Use IVR as a Hub for All Your Voice-Based Customer Service Needs

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… Read More

4 Ways IVR surveys help companies to hear the Voice of the Customer

No matter what business you’re in, it’s important to remember that customers don’t buy from companies, they buy from people. Your customer support team acts as a critical human face for your company; they are the people that your customers buy from, the team that troubleshoots their problems, and the ones who can make or… Read More

The Next Generation of IVR Surveys Has Arrived

Next Generation of IVR Surveys

We are excited to introduce Plum Insight, a contact center VoC platform designed to improve the customer experience in the contact center, making it easy to set up omni-channel voice of the customer mobile, web and IVR surveys for a complete view of the customer’s journey. We have been working diligently; taking comments and feedback from… Read More

Reward Your Way to Better Call Center Performance

To truly become customer-centric, and service-oriented, takes more than just talk. This should come as no surprise. There is no shortage of good advice available about what to map, measure, consider and do to create better customer experiences. But how can you change company culture to be more customer-centric in a way that’s more meaningful… Read More

To Bundle Or Not to Bundle: IVR and the Call Center

Whither the Cure-All Nowadays there is a trend towards the consolidation of products and services. In more and more places you see examples of offerings that are trying to do everything. Sometimes consolidating a range of features into a single bundled package makes things better, but that’s only true if you’re going to use all… Read More