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… Read More

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… Read More

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… Read More

Use Analytics to Solve Voice Communications Problems

Why Data Matters You can’t miss what you’ve never had. And having data and analytics for automated, voice-based customer interactions used to be unheard of. This deficiency often led companies to take a “set it and forget it” approach to their automated voice communications channel. The problem with this is that the voice channel connects… Read More