Customer Experience

Respect Customer Journey Blog Image Main

The Right Tool for the Job: Finding the Best Survey Approach for Measuring Customer Experience

When you think about it there aren’t different survey types. Not really. A survey is simply one or more questions intended to elicit a response on a given topic. Where things start to get complicated is when we factor in the goals we want to achieve by using surveys. When we talk about “survey types” …

The Right Tool for the Job: Finding the Best Survey Approach for Measuring Customer Experience Read More »

Personalization Blog Image Main

Phone Customer Service Tips: Personalization Basics in Voice-Based Customer Service

One of the appealing aspects of the bar Cheers was that it was a place where everyone knew your name. A friendly face that knows your preferences doesn’t just make you feel appreciated, it’s also more efficient. Forget the formality, this type of personal attention lets you cut right to the heart of the matter …

Phone Customer Service Tips: Personalization Basics in Voice-Based Customer Service Read More »

SMS Blog Image Main

SMS – Tap into the Customer Service Channel Customers Actually Engage With

You want to make sure that your most important communications actually make it to your customers and that they engage with them, right? That’s a pretty basic desire no matter what business or industry a company is in. Nowadays there are so many different communications channels it can be difficult to know which one is …

SMS – Tap into the Customer Service Channel Customers Actually Engage With Read More »

Puppet Master Main

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 …

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

bkgdIndustryBanking

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 …

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

Say No To Resets-OmniChannel-01

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

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

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 »

Holistic-Customer-Satisfaction-2

A Holistic Approach to Customer Satisfaction

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 »

7 Communications Problems Healthcare

Solutions to 7 Communications Problems Affecting Hospital Re-Admission Rates

Going Home Isn’t The End When a patient leaves the hospital the last thing they want to do is go back. Yet, re-admission happens all of the time. Studies show that one of the most common reasons for this is insufficient communication between healthcare providers and patients. In a pressure-cooker work environment like a hospital it’s …

Solutions to 7 Communications Problems Affecting Hospital Re-Admission Rates Read More »

Optimize-IVR-For-Less-Frustration

How to Reduce Customer Frustration with an Optimized IVR

Recently I called my local hardware store with a question about a scheduled door installation. The phone menu had an option for the windows and doors department, but it was about the twelfth option on what one would consider the second “page” of the menu. The store created even more confusion when an employee answered …

How to Reduce Customer Frustration with an Optimized IVR Read More »