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In our last post ‘How outbound text messaging can improve the customer experience’, we outlined some of the benefits of integrating outbound text messaging in your contact strategy. As with any channel, the success...
By
Helen Casewell
August 30 2017
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
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
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
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
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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