Nov 5, 2013 10:02:00 AM

When Offering an Agent Hurts Your IVR

Posted by Niccole Muraca

Providing callers with the means to opt out of the IVR is a must. There are always going to be those callers who would prefer not to cooperate with the IVR and want to speak with an agent. However, offering the agent upfront can negatively impact the value of your IVR and prevent callers from self-serving. So, how do you make yourself accessible without damaging the potential of your IVR? 

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Topics: IVR, Self-Service, Main Menu, Whole Call Recording, Opt-Out

Apr 1, 2013 12:55:00 PM

I Don’t Think We’re On The Same Page: IVR Governance & Analytics To Assure A Consistent Brand Experience

Posted by Niccole Muraca

Strategies to standardize business processes for a consistent brand experience and operational savings must be backed up with enterprise governance and analytics.  A large cable provider recently confronted this reality when they observed that one region increased appointment self-service by 20% while the others remained unchanged.

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Topics: IVR, Caller Behavior, Self-Service, Cloud

Jan 28, 2013 10:07:00 AM

Roundtable: Self-Service Solutions That Delight Customers and Reduce Costs

Posted by Niccole Muraca

Self-Service Solutions That Delight Customers and Reduce Costs

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Topics: Customer Experience, Call Analytics, Self-Service