4 min read

IVR User Experience Testing

IVR User Experience Testing

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…

3 min read

IVR Analytics and Reporting

IVR Analytics and Reporting

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.

Read now: 10 Metrics for IVR Success

5 min read

The importance of Context Gathering for great IVR and conversational AI design

The importance of Context Gathering for great IVR and conversational AI design

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.

3 min read

CSAT vs NPS: Which Customer Experience Measure Is Best?

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 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.

3 min read

Using Data to Personalize the IVR Experience

Using Data to Personalize the IVR Experience

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.

4 min read

How small data can make a huge difference to your IVR experience

How small data can make a huge difference to your IVR experience

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.