Customer Service Week—One Big Wish for an Omnichannel Journey
#Customer Engagement, #Modern IVR
Customer Service Week has generated many articles with long lists of tasks that companies must do to improve their…
How Are Leading Banks Driving Contextual Revenue Moments?
Mobile and online banking have become table stakes today. That puts the banking industry at a tipping point when it…
SpeechTEK - Still Crazy (and Relevant) After All These Years
#Customer Engagement, #Modern IVR, #Virtual Agent (Chatbots)
The old Paul Simon song “Still Crazy After All These Years,” might be a good theme song for SpeechTEK, the annual…
Is Your IVR a Dinosaur? Here’s How to Evolve It
Is your company resigned to living with an IVR that’s stuck in the Jurassic era? It seems like that long since the…
I Have a Smartphone. So Maybe You Could Show Me What You’re Talking About?
The best part about a smartphone is the visual display. Recently I got an email from an online retailer saying that an…
Natural Language on Steroids is Key to Caller Engagement
So, you’ve invested a lot of time and money adding natural language capability to your IVR. You hoped it would help…
How to Lose a Customer Fast: Learnings from the [24]7 Customer Engagement Index
How are businesses losing customers? The ability to capture and share images and reactions from angry customers is now…
Turn Your IVR Into a Digital Customer Service Engine
I recently called a government department and, at first, its Interactive Voice Response (IVR) coped well with my…
How Will Smartphones Impact the IVR?
According to eMarketer there are 1.75 billion smartphones in use worldwide today and the number will grow to 2.5…
