A Six-Part Checklist For Voice Self-Service: Are You Marking Off All The Right Boxes?

Perhaps the best word to describe how many customers feel about the voice self-service channel ...

A Six-Part Checklist For Voice Self-Service: Are You Marking Off All The Right Boxes?

Spring Cleaning for Your IVR Leads to Blooming Customer Relationships

The first hint of spring is in the air! And that means a customer service ...

Spring Cleaning for Your IVR Leads to Blooming Customer Relationships

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 ...

To Address Caller Frustration, Focus on CX, Not Cutting Costs

How IVR could have Prevented the 2020 Iowa Caucus Breakdown

In the wake of the 2020 Iowa Democratic caucus, it seems that no matter where ...

How IVR could have Prevented the 2020 Iowa Caucus Breakdown

The Customer Service Automation Tool You Need At Your Healthcare Facility

As anyone who works in healthcare knows, today’s patients want more than the basics of ...

The Customer Service Automation Tool You Need At Your Healthcare Facility

Customer Service Automation in Banking – A 2020 Update

Like they have in other industries, artificial intelligence and machine learning are truly disrupting the ...

Customer Service Automation in Banking – A 2020 Update

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 ...

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

AI: Is it Something You Want or Something You Need?

Why is it that everyone talks about hype cycles, but never about adoption, or implementation, ...

AI: Is it Something You Want or Something You Need?

The Path to Contact Center Automation First Starts With Manual Work

Let’s talk in business clichés for just a moment: If you had to pick the ...

The Path to Contact Center Automation First Starts With Manual Work

How to Cut Out the Manual Work of Managing Your Mobile or Remote Workforce

Businesses increasingly are shifting work to remote or mobile workforces and for good reason. Not ...

How to Cut Out the Manual Work of Managing Your Mobile or Remote Workforce

Actionable Uses for Conversational IVR-generated Data

Get More from Conversational IVR Conversational IVR is shaping up to be the next major ...

Actionable Uses for Conversational IVR-generated Data

Maintain a Steady Cash Flow with Outbound and Reminder Apps

Outbound reminders were once exclusively handled by call center agents working from a list of ...

Maintain a Steady Cash Flow with Outbound and Reminder Apps

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 ...

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

IVR and CCPA: Easy Access to Digital Privacy Management

The California Consumer Privacy Act Data privacy and security is an ever-present concern in our ...

IVR and CCPA: Easy Access to Digital Privacy Management

How Your Business Can Hit the 90/10 Rule for Call Automation

Businesses love numbers, so it’s no surprise that historically a fair amount of energy has ...

How Your Business Can Hit the 90/10 Rule for Call Automation

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 ...

Practice What You Preach: A Demonstrated Commitment to Customer Service

How to Reduce the Cost of Outbound Calls

In the realm of the contact center, keeping down the cost of outbound calls is ...

How to Reduce the Cost of Outbound Calls

How to Get Continuous Customer Feedback at Scale

What Does This Even Mean? “At scale,”one of the more daunting phrases for any contact ...

How to Get Continuous Customer Feedback at Scale

The Rx for Medical Administration Headaches: Proactive Outbound Notifications

It can be tough to reconcile the ideal of medical care with the operational realities ...

The Rx for Medical Administration Headaches: Proactive Outbound Notifications

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 ...

Eight Ways to Smooth Out Your Clunky Call Experience Before the Holidays Hit

How to Increase Your Payment Acceptance Rates by Phone

An important part of the customer experience is the payment process. Of course, you want ...

How to Increase Your Payment Acceptance Rates by Phone

The Internal Guide to Buying IVR Software

Whether you’re just starting your search for an interactive voice response (IVR) solution or are ...

The Internal Guide to Buying IVR Software

Here’s Every Authentication Technique Possible for Modern IVRs

We live in an age where a person’s entire life can be represented digitally. It ...

Here’s Every Authentication Technique Possible for Modern IVRs

Why IVR Automation Allows for More Secure Phone Payments

Data security. Without it, and without your systems unerringly maintaining it, your business could fail ...

Why IVR Automation Allows for More Secure Phone Payments