If you follow CX gurus like Annette Franz and Shep Hyken, you know that one of the best ways to improve your customer experience is to improve your employee experience. In many ways, this may seem like an obvious connection, fulfilled employees feel invested in making customers happy. But how do you quantify the connection […]

It’s time to get to know another member of our team. Today we’re speaking with Jason Potter, who is Vice President of Partner Growth and one of our most recent additions. Bill: Mr. Jason Potter, Vice President of Partner Growth at IVR Technology Group. This is only your second month, but it seems so much […]

As COVID-19 forces significant segments of the workforce to work from home, or significantly alter their schedules, proactive messaging has never been more critical. Text messaging has proven to be the most reliable way to push essential notifications to employees, vendors, and contractors. Here’s an example of how one of our customers is reducing HR […]

For the second time in my professional life, I’m reading Stephen Covey’s “The 7 Habits Of Highly Effective People.” And in fact, I’m reading it along with our entire leadership team along with bi-weekly reviews and workshops with our CEO, Brent Snyder. We started this process a couple of months ago, and as we contemplate […]

Our world is changing by the day, forcing us to limit face-to-face contact in the workplace, and our lives. If you’re like me and enjoy going into the office, this change can be challenging to stay connected to your colleagues and continue “business as usual.” Here are some easy tips and tricks to help with […]

The Coronavirus pandemic causing the COVID-19 disease has thrown many businesses into a new state of abundant caution. The most common response is to transition most or all employees to a work-from-home status. Yesterday we covered the necessary evolution of CX strategies in a post-COVID-19 world, today, let’s look at what some companies can do […]

Recently I had the distinct pleasure of helping out by working with the local food bank to prepare boxes of non-perishables for local families in need. You know, those folks unable to hoard toilet paper and pasta. It was safe; the fire department provided gowns, masks, and everything else we needed. While there, I had […]

The world, as we know it, seems to have changed overnight due to the Corona Virus pandemic and the drastic measures being taken to slow and stop its spread. No longer are we rushing out the door to shuttle kids to school, battling traffic on our commute to work (yay!), or stopping by our bosses’ […]

With today’s news of an increase in vigilance and restrictions in an attempt to slow the spread of the COVID-19 Coronavirus, it’s important to take a look at how text messaging, and especially a text broadcasting solution is critical for healthcare companies. And in this case, it’s especially critical for a COVID-19 high-risk group, patients […]

When talking with people about payments by phone with the Compass Payments Suite is, “What does the call flow look like?” So it makes sense to illustrate how a complete IVR payment call flow works. The process falls into four primary stages: Identify Caller: this is where we confirm the customer and retrieve the account […]

If there is vital information you need to get distributed to a large group of people, whether that be your employees, your customers, or attendees at a large conference you are hosting, which way do you think is the fastest? You guessed it, by mobile device, and specifically, by text message. Just about everyone has […]

Your IVR is an important, if not critical, component of your customers’ journey. It’s a crucial step in the customer experience that can either end their journey with abrupt disappointment or propel the journey into a deep relationship with your company. But we see too many companies treating their IVR as a mere utility, a […]

A growing self-storage business, with more than 100 locations across multiple states and adding more, came to us with a marketing need. They were running hyper-local advertising in more than 50 markets in the form of social media, broadcast, print, and Google Local search ads. They needed a reliable way to track the performance of […]

A national direct mail provider needed a way to help their client gather real-time analytics on the performance of direct mailings. Their client, a large regional home mortgage provider, relied on numerous direct mail campaigns to drive sales and generate leads. Very often, the campaigns would be rapidly deployed, depending on the movement of mortgage […]

Every so often, various members of our team gather at an off-site location to take a deep-dive into aspects of our ever-changing business. Recently, the team focused on our customers’ customers. And more specifically, the emotional state when making a payment by phone or navigating an IVR menu. The experience was challenging, tense at times, […]

We’re going to start introducing you to members of our team. There are a ton of fascinating people here at IVR Technology Group. From a rock star to competitive cyclists, to opera singers, football stars, disco DJ’s and more. Today I’m fortunate to have found an open slice of time in they busy schedule of […]