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

Credit Card Transactions and Fraud Infographic

In the past we’ve written about the security of different payment methods more from the perspective of a customer concerned about keeping their personal information safe. Businesses, on the other hand, need to be concerned not only with keeping their customers’ information safe, but also with preventing fraudulent transactions. While identity theft is certainly no walk… Read More

Bring on the Benefits of Hosted IVR

Businesses that move their automated voice applications to the cloud gain a strategic advantage by allowing them to devote time and resources to improving their voice-based customer service instead of spending time and money maintaining complex legacy systems. This frees them to build better caller experiences, personalize automated applications and improve contact center ROI by increasing… Read More

Moving to Cloud-Based Services

Plan for moving to the cloud

Cloud services offer infrastructure without administration, predictable costs and lower capital risk. But getting to that promised land from your island of in-sourced headaches involves overcoming three hurdles: moving live data from inside your infrastructure up into the cloud, convincing everyone with security concerns that everything’s going to be alright, and coming up with a… Read More

Respond to Customer Complaints in Real Time

stream of water

It’s about time. Customers, like everyone else, have a different notion of time than they used to. The internet and mobile devices have done that—we can access the whole world of knowledge with our fingertips, instantly. This also applies to customer complaints. More quickly than ever, customers can lodge complaints against our companies—so fast, in… Read More