How to Think about Chatbots in a Big Picture Kinda Way
How will technology change customer service? A common answer to this question is, “Improvements in automation...
Tag: ivr
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8 Things About the Voice Channel We’re Tired of Hearing
Since the inception of the voice channel, businesses have faced and overcome many obstacles to improve...
Chatbots Won’t Save Us from IVR Hell
The IVR experience (“press 1 for this… press 2 for that…”) has long been part of...
Avaya Did Good with their Spotlight Moment This Week
Avaya’s annual customer conference (“Avaya Engage”) just wrapped up and I believe they made good use...
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3 Ways to Tell if Your Call-Back Strategy is Failing
Did you know that not all call-back solutions are created equally? If you’ve deployed virtual queuing...
What You Need to Know About Voice Channel in Calls Centers
The voice channel is here to stay. In recent years it has faced numerous technological challenges...
4 Instances Where Your Customer Will Skip the IVR
The IVR (Interactive Voice Response) has been the bane of many customers’ existence since its inception....
Web Call-Backs: Bridge to the Future or Relic of the Past
The IVR experience (“press 1 for this… press 2 for that…”) has long been part of...