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When callers interact with your IVR, they want to be greeted by a system that works effectively and efficiently. Some of the main pain-points callers tell us about that relate to bad IVR experiences are where the IVR doesn’t support the basics of good IVR design. The biggest frustrations come from poor navigation, options that aren’t relevant to their...

Topics: Blog

By Helen Casewell
December 20 2017

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When it comes to designing great 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 which the product will be...

Topics: Blog

By Helen Casewell
November 30 2017

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To get the most from your IVR, you need to know exactly what’s going on within it at all times – and the key to total IVR visibility is comprehensive reporting.

A great IVR is one where any problems or bottlenecks are swiftly and elegantly fixed before performance starts to suffer. But it’s extremely hard to proactively fix issues that you can’t see....

Topics: IVR Design, Blog

By Kerry Robinson
December 15 2015

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When it comes to measuring customer experience, one of the key questions I’m often asked is which is better: CSAT (Customer Satisfaction) or NPS (Net Promoter Score). In fact, this question has been a hot topic for a number of years and there is mixed opinion, and supporters and critics of both.

Topics: IVR Design, Blog

By Helen Casewell
May 29 2014

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A poll of 2,000 consumers has shown some interesting insights into how segmentation affects channel preference within the utility market.

Topics: IVR Examples, Experience, Blog

By Nick Scaglione
February 03 2014

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