5 min read

Why Callers are Falling Out of Love with Telephone Customer Service

Why Callers are Falling Out of Love with Telephone Customer Service

New research from the UK’s Institute of Customer Service says more customers rely on telephone service than anything else – but that doesn’t mean they’re happy.

4 min read

Don’t Lose Customers Over a Prolonged Omni-Channel Adoption

Don’t Lose Customers Over a Prolonged Omni-Channel Adoption

Switching to omni-channel customer service may seem like a major undertaking – but big plans on the horizon are no excuse for failing to make valuable improvements to your IVR now.

3 min read

Make IVR easy for Contact center Managers to Modify on the Fly

Make IVR easy for Contact center Managers to Modify on the Fly

When things change in your business, your IVR often needs to change too. Yet for many contact centres, making reactive changes to the IVR is either too difficult, or results in a broken customer experience. We look at how to do it properly.

Circumstances change all the time in the real world, and a good IVR is one that can keep up with those changes. For a retail organisation, the launch of a new product may lead to a flood of enquiries. For a local authority, a real flood may lead to a huge surge in calls for sandbags and pumping equipment.

3 min read

IVR Self Service Doesn’t Have to Mean Bad Service

IVR Self Service Doesn’t Have to Mean Bad Service

Self-service has enabled many of us to get the experiences, information, and customer service we want faster and more conveniently. But how should businesses react to the negative things some commentators have to say about our automated service revolution?

< 1 min read

IVR Call Back Dodges Contact Center Capacity Issues

IVR Call Back Dodges Contact Center Capacity Issues

For a few years now, technology vendors have been pushing ‘call-back’ solutions. The basic idea is that if someone needs to speak to an agent, and the queue is too long, they can opt to get a call back. Sounds good, but it’s not quite as generally applicable as you’d think. I was chatting to a client today who put it perfectly: ‘call-back solutions only really work if you’ve got short, sharp spikes that you can’t predict’.