Growing up, I remember having to have an attendant pump fuel in my parent’s car. An attendant would ask what grade they wanted and then pump the gas. When we think about it, there were times when we would have to wait on the attendant while he served another customer. Can you imagine this today, […]
Blog Posts About IVR and Automation
This major provider of consumer credit cards in South America came to us with a complex issue: contact center automation was difficult because of a limitation in the customer data. As a result, all customer calls were handled by agents, with increasing inefficiencies, long hold times, and long call times. We Listened We worked with […]
Here Are The Best CX and Customer Service Articles We’ve Read in 2019 Yes, it’s that time of year again, retrospective reflection as the end of the year approaches. We often say, “Customer Experience is everything, and everything is Customer Experience.” So it’s important to stay current with some of the best ideas, research, observations, […]
Interactive Voice Response (IVR) systems serve a great purpose when personalized to serve customers’ needs. When designed and implemented correctly, an IVR system can improve customer experience by 20-30%. Here are a few areas IVR systems can help improve customer experience. Reduce or Eliminate Hold Times Consumers no longer want to wait on hold. Immediate […]
In what world does an automated IVR chatbot that hangs up on callers after several minutes of interaction sound like a good idea? Anyone? Well, that’s what happened to me. Follow along to learn about IVR Chatbot Worst Practices. It’s the end of the day, we gather our pups and relax on the sofa for […]
It’s the existential dispute in customer service; live agents versus automation with a smart IVR. Customer service is the new differentiator for consumers who generally see parity from one product to another. Poor experiences can turn customers into non-customers, or worse, vocal detractors. It’s essential to get it right. On one side, the argument is […]
The latest insights showing gains in customer satisfaction through machine learning tied to natural language processing in customer service chatbots powered by artificial intelligence are now available in a new white paper that outlines the twelve steps for CX AI innovation. Don’t you love it when you see something like that advertised on LinkedIn or […]
Today, customers desire instant access and first-contact resolution to their needs. From the consumer’s standpoint, they’re continually seeking instant gratification, immediate delivery, instant service, and most importantly, instant satisfaction. This need for immediacy is impacting the traditional customer support model.
Throughout my career, I have picked up a few practices to help increase the success of my projects and improve my own software development abilities. I will frame these practices through the lens of IVR systems, but most of them can be applied to any software domain. 1. Understand the Problem Every software project is […]
“It is a profoundly erroneous truism… that we should cultivate the habit of thinking of what we are doing. The precise opposite is the case. Civilization advances by extending the number of important operations which we can perform without thinking about them.” — Alfred North Whitehead, An Introduction to Mathematics (1911) What is an API? […]
Businesses today compete on attention. Specifically, they fight for the attention of customers and prospects. Your business can be creating and selling the thing, but it’s what you do to retain customer loyalty and gain your prospects attention.
Let’s start with the basics – IVR stands for Interactive Voice Response and in a nutshell, these systems can range from custom call flow trees you dial into, all the way to the sports updates that are sent right to your phone.