Subscribe to Our Blog

Chatbots are a hot topic. Looking at our twitter and LinkedIn feeds, the interest and excitement bubbling around this area is vast. Having worked in conversational user experience (UX) over the last two decades,  it’s exciting to see that the industry is experiencing a rapid growth, and delving into emerging technologies like bots and agents.

Book your...

Topics: IVR Futures, Chatbots

By Dan Aslet
December 16 2019

Read More

Too many IVRs are developed without giving due thought to the callers who use it. Here’s why it pays to do user experience (UX) research.

Topics: IVR Design

By Dan Aslet
November 15 2019

Read More

It wasn’t too long ago that the only way customers could have a ‘conversation’ with a company was to pick up the phone. That often meant being greeted by the company’s automated phone system, the IVR (interactive voice response).

While the phone remains a key contact channel for most brands, the range of customer contact channels offered to customers is...

Topics: IVR Design

By Dan Aslet
October 18 2019

Read More

When it comes to designing great IVR and conversational user experiences, understanding and designing for context of use is critical. Context Gathering is core to the VoxGen user-centred design process, and for very good reason.

Before we even start thinking about design solutions, we need to understand the specific user requirements and context in...

Topics: Blog

By Dan Aslet
October 04 2019

Read More

NPS (Net Promoter Score) is as big a deal for anyone responsible for customer strategy and cost containment. As far as rich, accurate measurements go for customers’ satisfaction and their propensity to act upon it, it’s as good as it gets.

Book your free IVR review, today

Topics: IVR Design

By Dan Aslet
August 30 2019

Read More