Relief for 7 IVR headaches
The IVR may not grab the attention like digital channels (mobile, web), but it’s still the preferred method for consumers to resolve issues and a critical part of a company’s customer service strategy....
View ArticleAchieving IVR success in 2017: Obstacles and opportunities
The new year brings the promise of fresh ideas, opportunities for change, and the commitment to work towards elusive annual goals. Many people know the feeling: while January starts with enthusiasm,...
View ArticleWhy customer service is like jazz
The film “La La Land” – which is nominated for 14 Oscars, including Best Picture at this year’s Academy Awards – tells the story of a budding romance between an aspiring jazz pianist, Sebastian, and an...
View ArticleIn 2017, it’s self-service or bust
In Forrester’s “2017 Customer Service Trends: Operations Become Smarter and More Strategic” report, Kate Leggett predicts that companies will be extending and enhancing self-service this year. We...
View ArticleHow to hit a customer service home run
It’s that time of year again – one known for roasted peanuts and hot dogs, seventh-inning stretches and freshly cut fields. That’s right, it’s baseball season. Whether you’re a player or a spectator,...
View ArticleWant to offer great customer service? Be like Steph and LeBron
The NBA Finals are in full swing! It’s Golden State vs. Cleveland for the third time in a row. That’s remarkable and a testament to both teams’ talent and hard work. But there’s more to it. The two...
View ArticleDallas311 innovates for award winning IT success
Congratulations to the City of Dallas for winning the Technology Solutions Award for Innovation from the Public Technology Institute (PTI)! Last year, the City of Dallas showed how government IT can...
View ArticleSecrets to a successful omnichannel strategy
Omnichannel is a hot topic for customer service executives, and I expect that trend to continue well into the future. Why? Because customers are pushing companies in this direction. Any organization...
View ArticleBridge the phone and digital experiences for superior service
It’s human nature to seek ways to get things done in the easiest or most convenient manner possible. We search for the shortest line at the grocery store and the fastest way to get products delivered....
View ArticlePredicting the Emmys is hard; predicting customer engagement shouldn’t be
The Emmys are upon us again! The past few weeks have been a boon for those in the prediction business. Every entertainment show and website takes a stab at who will take home OUTSTANDING LEAD ACTRESS...
View ArticleBoo! Scary customer service practices that make us scream
Halloween is a time of frights and scares. Zombies, goblins, witches, and monsters are let loose on the public to scare and haunt them. And a good scare is tons of fun this time of year and makes us...
View ArticleHear ye! Hear ye! Speech delivers!
It seems intuitive that an IVR that features a user-friendly, speech-enabled menu would deliver improved performance and customer experience over antiquated touch-tone systems. Well now we have the...
View ArticleBecome the psychic for your customer service
Working in Marketing requires us to read about what’s going on in the market. This can be challenging at times, sifting through the massive volumes of content, especially when you deal with technology...
View ArticleFinding the right tools for DIY IVR
Home improvement is big business for a simple reason that every homeowner knows well – every home ALWAYS needs something done. Whether they enjoy doing the work or loathe it, there’s no getting around...
View ArticleBe the MVP for Super Customer Service
This Sunday will be the 52nd Super Bowl (that’s Super Bowl LII if you read Roman numerals) featuring the Philadelphia Eagles vs. the New England Patriots. Each team will focus on a couple areas to help...
View ArticleGold standard vs. good enough
Every two years the Olympics come around and treat us to the best athletes competing and showing us what excellence means. This year it’s the winter competitors who will shine. Their talent is amazing...
View ArticleOffer great customer service for everyday loyalty
May 1st is National Loyalty Day, which was first observed in 1921 as a day set aside for the reaffirmation of loyalty to the United States. It’s nice for citizens to show their commitment to their...
View ArticleWorld Cup teaches lessons on service
The World Cup is winding down, and this weekend we’ll know if either France or Croatia will lift the cup. The tournament has captivated viewers worldwide with great goals, colorful fans, and even some...
View ArticleLeave the IVR hold line behind
Would you stand in line to talk to a bank teller if you could get your questions answered from a kiosk five feet away? No, of course not. Or how about waiting on hold for product support if the same...
View ArticlePredict why customers engage? It’s no fantasy
Football is back and that means fantasy football leagues are in full swing. Every owner is searching for the winning combination. While each has their own strategy such as selecting players from their...
View ArticleSeamless customer experience is critical. But it’s not always easy.
Forrester’s Customer Experience Forum last month featured the theme of “Seamless customer experiences”. With a range of top-notch panelists from Amazon, USAA, Google, Schwab and many more sharing their...
View ArticleKeto or Atkins? IVR or Voice bots?
Low carb, South Beach, Atkins, paleo, and keto. Say them fast enough and it feels like you are singing the classic Billy Joel song “We Didn’t Start the Fire”. What do they have in common? They are all...
View ArticleAdvance your IVR to the Final Four
The NCAA Tournament Final Four is upon us! Brackets have been busted. Office pools across the country are ruined. And that guy in accounting who picks teams based on their mascot is the only one happy....
View ArticleIVRs and AI, unite!
While IVRs have been invaluable in reducing contact center costs, we need to be honest: not many are delivering experiences that live up to consumer expectations. It’s no surprise given the rise of...
View ArticleIs there new life for the IVR in the cloud? You bet.
Alexa—play my ‘Please don’t put me on hold again’ playlist When they’re finally gone, will you miss those rickety, old-school IVRs? No, me neither. Most traditional IVRs deliver a pretty underwhelming...
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