Customer Experience

Angry businessman caller talking on phone disputing over computer problem

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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New Year, New IVR? Four things to do to Improve your IVR and Customer Service in the New Year

Voice is the channel that people love to hate. Or, perhaps it’s more of a love-hate relationship, because recent data shows that 51% of consumers believe that the fastest way to resolve a problem is to use the phone. So, if your voice channel provides a sub-optimal customer experience, you’re potentially alienating the majority of …

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How Your Contact Center Can Become the Key Driver of Customer Survey Responses

Well, we’re here, and it’s happening: Back in 2013, Walker Insights made the bold prediction that, by 2020, customer experience would overtake price and product as the key brand differentiator –and today’s customers are reporting that it’s true. Consider the following findings from Salesforce Research’s State of the Connected Customer report, second edition: 80 percent …

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Practice What You Preach: A Demonstrated Commitment to Customer Service

Here at Plum Voice, we talk a lot about how our IVR solutions can help improve your customer service offerings. It’s not enough, however, to simply talk the talk. It’s just as important to lead by example, to walk the walk. We recently asked our customers to fill out a survey through TechValidate to let …

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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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3 Ways To Improve IVR Containment Rates Without Touching Your IVR

The true test of how effective your IVR solution is often lies in the containment rate. This corresponds to how many callers use, or are contained within, the IVR from the entirety of their transaction. That means not abandoning the IVR to speak to a live agent. Now IVR technology is a huge boon to …

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