What Customers Want and Expect from your Call Center
Certain commentators in the customer service space have been predicting the death...
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Most Recent in : ivr
How to Think about Chatbots in a Big Picture Kinda Way
How will technology change customer service? A common answer to this question...
8 Things About the Voice Channel We’re Tired of Hearing
Since the inception of the voice channel, businesses have faced and overcome...
Chatbots Won’t Save Us from IVR Hell
The IVR experience (“press 1 for this… press 2 for that…”) has...
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Avaya Did Good with their Spotlight Moment This Week
Avaya’s annual customer conference (“Avaya Engage”) just wrapped up and I believe...
3 Ways to Tell if Your Call-Back Strategy is Failing
Did you know that not all call-back solutions are created equally? If...
The Voice Channel: What Your Call Center Knows and Doesn’t Know
What we know: The voice channel is here to stay (Whether or...
4 Instances Where Your Customer Will Skip the IVR
The IVR (Interactive Voice Response) has been the bane of many customers’...