4 min read

By: Kerry Robinson on Jan 21, 2020 9:15 AM
I’ve often been asked why user testing is so important. It’s an activity that is embedded in our process at VoxGen. In this post I explain why…
After all these years of being told that customer experience was fluffy and held little commercial v…
In a bid to integrate silos of customer communications into a single multichannel customer experienc…
The water industry I hear you ask? An industry that probably isn’t in the forefront of your mind w…
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. That’s where reporting comes in.
After all these years of being told that customer experience was fluffy and held little commercial v…
At VoxGen we have been using some form of Continuous Integration (CI) for a long time. CI, at its mi…
Elegant automation can save everybody a lot of precious time, and save brands a lot of money. That 
By: Dan Aslet on Oct 4, 2019 8:23 AM
When it comes to designing great IVR and conversational AI 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.
At a time when new channels are emerging, the differentiators for retailers are going to have an awf…
Let’s face it, as we approach another year and we all run towards the excitement of social media a…
It wasn’t too long ago that the only way customers could have a ‘conversation’ with a company …
By: Kerry Robinson on Sep 12, 2019 4:30 PM
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.
After all these years of being told that customer experience was fluffy and held little commercial v…
In a bid to integrate silos of customer communications into a single multichannel customer experienc…
The water industry I hear you ask? An industry that probably isn’t in the forefront of your mind w…
By: Kerry Robinson on Jun 12, 2019 2:54 PM
There’s a lot of talk about using big data to create truly personalised customer communications. But our experience shows that, in the IVR channel, even basic amounts of personalisation can lead to major improvements in call resolution rates and customer satisfaction.
In a bid to integrate silos of customer communications into a single multichannel customer experienc…
After all these years of being told that customer experience was fluffy and held little commercial v…
Customers are happier when brands know what they want and tailor their service accordingly. It’s e…
By: Dan Aslet on Oct 26, 2016 11:00 AM
Customers are happier when brands know what they want and tailor their service accordingly. It’s easier than you might think to make that happen in your IVR.
There’s a lot of talk about using big data to create truly personalised customer communications. B…
After all these years of being told that customer experience was fluffy and held little commercial v…
In a bid to integrate silos of customer communications into a single multichannel customer experienc…