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…

5 min read

Improving the IVR Experience with Personalization

Improving the IVR Experience with Personalization

Personalisation has been a hot topic in IVR Customer experience (CX) circles over the last couple of years. Done well, personalised experiences have the potential to improve CX, increase loyalty, and reduce cost to serve.

5 min read

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

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 pays to do user experience (UX) research.

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.

< 1 min read

Using IVR Design to Improve your NPS Score

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 containment. As far as rich, accurate measurements go for customers’ satisfaction and their propensity to act upon it, it’s as good as it gets.

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4 min read

Great IVR Design Starts with the Customer

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 look at why the customer’s preferences, demands and experiences need to be your top priority at every stage of the IVR design process.