Someday your customer is going to leave you. Churn happens to every business regardless of size or industry. After all, it’s the event in the customer lifecycle stage that the retention process was created to prevent. You’ll ask yourself, “What happened?”, then try to rationalize, “…but our offering is the best in the market…we provided […]
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Self Storage Association Spring Conference 2017 Review
We recently attended the Self Storage Association’s Spring Conference & Trade Show. This is where people in the industry have the opportunity to learn from the best in the business, network with peers and meet with top suppliers. Best of all this all took place in the historic and famous city of New Orleans, in […]
What We Learned From Qualtrics Insight Summit 2017
We recently attended the Qualtrics Insight Summit. One of the first things we noticed was that the number of attendees had doubled from the previous year. This is, no doubt, due to the opportunity to hear from respected leaders in the customer service industry. Although it could also have something to do with that private […]
How The Cloud Puts Customer Service First at Enterprise Connect
The Gaylord Palms in Orlando was host to the 2017 edition of Enterprise Connect Conference and Expo. It was an impressive of primarily, technology providers. We were able to walk the Expo Hall giving us access to 100 + vendors and booths. The Future is Cloudy The overriding theme of this year’s show was the […]
Can Real-Time Analytics Increase Customer Loyalty?
At IVR Technology we believe in Delivering “WOW” service and insisting on the highest of standards. This is why IVR Technology Group is proud to announce its partnership with CallMiner. CallMiner is the leader in speech and customer engagement analytics solutions. They provide customer engagement analytics in real-time. One of the best ways to understand […]
Are Your Agents Providing The Best Customer Service?
One of the foundations that allow your business to grow is making the consistent delivery of quality customer service a top priority. When customers continuously have a positive experience with a company they will be more likely to be loyal to them. Customer Loyalty Creates Customer Advocates Customer loyalty comes with many benefits. A study […]
IVR Technology Group Attending the 17th Annual Call Center Week
IVR Technology Group will be attending the 17th Annual Call Center Week, a five-day event that will be held at The Mirage Las Vegas, June 27- July 1. While the conference was founded by top industry leaders, its purpose is to help companies develop strategies with the customer in mind. Despite the name, attendees don’t […]
How To Learn From These 4 Customer Service Mistakes
No company is perfect and sometimes mistakes or incidents, will happen. It’s important is to learn from one’s mistakes, but better to learn from the mistakes of others to be able to avoid them. Mistake – Improper Handling This example is both figurative and literal. In 2008, musician Dave Carroll said he and fellow passengers […]
5 Tips To Decrease Your Chances Of Getting Hacked
Ransomware is a type of malicious software designed to block access to a computer system until a sum of money is paid. To put it bluntly, it can ruin a person or business’s reputation if the right precautions aren’t taken. It’s Sunday morning. You wake up, run to the nearest coffee place, get your caffeine […]
Text During Movies? AMC Says Yes?
In a recent interview with Variety, AMC Entertainment CEO Adam Aron said that the movie theater chain was making a move to appeal to millennials. Part of that would be allowing people to text during movies in the theater. “When you tell a 22-year-old to turn off the phone, don’t ruin the movie, they hear please […]
Customer Service Survival Guide
Customer service isn’t just about gaining customer loyalty, it’s about respect, it’s about word of mouth and that CEO “Bob” telling his other CEO friend, “Dan” that your company is simply the best. But at what point does Bob tell Dan that? How many “acts of customer service” do you have to perform? Here are 5 tips […]
Small Businesses Can Create Big Leaks
Effective March 31, 2016, acquirers must communicate to all Level 4 merchants, they must use only Payment Card Industry (PCI)-certified Integrators and Reseller (QIR) professionals for point-of-sale (POS) application and terminal installation and integration. Level 4 merchants must have all protocols in place by January 31, 2017 in order to be compliant. Visa will now […]