Recently, a company of which I’m a customer revamped their call center technology, but instead of leveraging new features to create a better caller experience, they made it worse. All of a sudden, their system doesn’t remember my personal data and call history like it used to, and, therefore, doesn’t predict why I’m calling anymore. …
Don’t Use Old Techniques with Your New Call Center Technology Read More »
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 »
The consequences of a buggy automated call center are all to familiar: frustrated customers and system engineers spending too much time squashing bugs and getting the system to work correctly. If the system doesn’t function well then it’s not much good to customers in the first place. In an odd twist of irony, newer systems …
5 Reasons You Need Mature And Stable Contact Center Technology Read More »
In Don’t Blame the Technology, I refute a Guardian newspaper article that blames automated voice applications for long waits on hold. In the Guardian article, the writer vilifies companies that use automated voice applications as receptionists that put customers on hold while they wait for a call center agent. What the article misses is that …
Anyone who’s used an automated phone service rarely has anything good to say about it. —Dean Burnett of the Guardian Ah, that old chestnut again. Burnett’s article in the Guardian newspaper, On-Hold Hell: Why Automated Phone Systems Are Infuriating, is a mostly funny slam of automated voice systems. What it leaves out, however, is that …
Although some predict a slowing in the incredible growth rate of the prepaid card industry, we’re still talking over 20% growth every year. So if call spikes overwhelm the call center now, wait until companies are bigger. Call spikes aren’t going anywhere. And neither are automated voice systems, which handle more communications than live agents …
How To Handle High Call Volumes Without Affecting the Customer Experience Read More »
Automated voice systems, such as IVR, handle more customer service transactions in call-heavy industries like financial services than agents, websites, or other communication channels. These systems are the first and most common point of contact for most of our customers. As such, they need to be useful, not frustrating, especially in sectors like the prepaid …
How to Not Ruin the Customer Experience with Automation Read More »
Automated voice systems have always been good at saving organizations money. Unfortunately, they’ve also been good at annoying customers. We’ve all seen the commercials with the guy yelling “Big Boy!” into his phone. Recently, though, interactive voice response (IVR) has become a real tool for improving the customer experience (i.e., they work, and they work …
How IVR Dictates the Customer Experience and Your Bottom Line Read More »
Phone surveys are fairly straightforward for most people, because most people have been using telephones their entire lives and are used to them. Online surveys are less straightforward because not everyone is adept with a computer or trusts the internet. We have to understand these differences when designing surveys. Researchers have to develop their online …
Online Survey Design Tips for Better Customer Experience Read More »
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 »
Fuse - Low-Code Programmable GUI Environment
Chat - Omni-channel communication with chatbots
Conversational AI - Understand caller intent
DEV - Programmable voice platform for dynamic, complex, and secure apps
Insight - Omni-channel survey creator
Message - Enterprise-Level SMS Campaign Management Platform
Professional Services - Accelerate deployment for rapid ROI
SecureAssistant - Agent-present virtual voice assistant for secure payments
VoiceTrends - Analytics for voice applications
Account Inquiries & FAQs - Handle repetitive queries with ease
Card Activations & Servicing - Improve card profitability
Notifications & Reminders - Leverage voice dialogs and SMS
Payments - Process secure customer payments over the phone
Remote Workforce Reporting - Automate timekeeping processes
Surveys - Build voice surveys in minutes
Banking & Financial Services - Account access with security
Government - Automate Compliance Notifications & Payments
Healthcare - Automate patient communications
Insurance - Account access for agents & policyholders
Prepaid Cards - Card management & support
Technology & SaaS - Expanded voice and conversation AI capabilties
Utilities - Automated notifications & communications
Knowledge Portal
Support & Docs
White Papers
Case Studies
Videos
Webinars
Security & Compliance