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How far should you go to try to contain calls within the IVR? These angry Tweets show it’s a strategy that can quickly backfire.

Topics: IVR Design

By Kerry Robinson
October 19 2016

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IS IVR really a hated technology? Not always. These social media users all had IVR experiences that left them deliriously happy. 

Topics: IVR Design

By Kerry Robinson
October 12 2016

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Nobody enjoys waiting. But providing the right on-hold experience can have a real impact on how your customers feel about your IVR.

Topics: IVR Design

By Stephen Mailey
October 05 2016

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Over time, customer demands and language change. For a contact centre agent, adapting to these changes is a natural process, but what about your IVR? Is it frequently updated in line with new expectations, or has it simply been left to rot?

Topics: IVR Design

By Kerry Robinson
September 29 2016

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UX is changing fast, and businesses will have to learn new types of interaction design. Voice promises to be huge, but designing voice-based interactions requires very different skills.

Topics: IVR Design

By Kerry Robinson
September 28 2016

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