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Keep up-to-date with the latest IVR news, technology and conversational developments with the VoxGen blog

Posts about

customer experience

IVR User Experience Testing

I’ve often been asked why user testing is so important. It’s an activity that is embedded in our...

Improving the IVR Experience with Personalization

Personalisation has been a hot topic in IVR Customer experience (CX) circles over the last...

Start with the caller: why UX research is vital to great IVR

Too many IVRs are developed without giving due thought to the callers who use it. Here’s why it...

CSAT vs NPS: Which Customer Experience Measure Is Best?

When it comes to measuring customer experience, one of the key questions I’m often asked is...

Using IVR Design to Improve your NPS Score

NPS (Net Promoter Score) is as big a deal for anyone responsible for customer strategy and cost...

Great IVR Design Starts with the Customer

In the first of a new series of blog posts exploring the nine core principles of a great IVR, we...