Evaluate your IVR by asking these 4 questions

February 28, 2021/ Under Contact Center, IVA,

Customers develop a perception of your brand based on their experience with your IVR. 

Your IVR is one of the many faces of your brand and a significant component of your customer experience. However, many companies neglect to keep tabs on how their system is operating. That’s really not surprising. After all, how often do you call and engage with your own IVR system for customer service functions? Probably never.


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Voice and AI Chatbots: Using Intents and Entities in questions

January 14, 2021/ Under Conversational AI,

When starting out building AI-driven solutions, including IBM Watson, Google Dialogflow, Amazon Lex, or others, the discussion always starts out with “Intents and Entities”. Not overly difficult, there are lots of descriptions out there on how these things are different. Intents are verbs, Entities are nouns, is the simplest and most common definition.

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Common Voice and Chat Script Problems – Part 2

December 3, 2020/ Under Contact Center, Conversational AI, IVA,

In the first part of our blog, Common Voice and Chat Script Problems, we began to discuss some simple tips to improve customer experience during voice and chat interactions. Steps such as adjusting tone, simplifying prompt complexity, or rearranging them altogether can transform the entire customer experience. Remember, a good experience positively impacts your brand and is good for business.

So, if you want to make an even bigger impact, don’t stop there! Let’s take a look at a few ways to make your IVR and Chatbots feel smoother.

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Common Voice and Chat Script Problems – Part 1

November 5, 2020/ Under Contact Center, Conversational AI, IVA,

Contact centers are complex and delivering quality voice and chat interactions is among one of the most challenging initiatives out there. But that doesn’t mean there aren’t some relatively simple enhancements every company can make to improve performance. What is one of the most effective? Implementing script best practices to your voice and digital channels to make them easier to navigate and more customer friendly.

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Fostering Belonging in Remote City

October 8, 2020/ Under Support, Workforce Optimization,

In a season when many were forced to trade watercooler chatter at the office with Slack messages and company lunches with Zoom happy hours, many businesses have been surprised by the consistent and even increased efficiencies from their employees. As it turned out, the ease to which teams made the adjustment to remote work now has many businesses re-evaluating their long-term employee location requirements. 

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3 Tools Your Agents Need to Make Working from Home Successful

September 24, 2020/ Under Workforce Optimization,

For some, the switch to work-from-home sounded like an opportunity to make some serious routine upgrades—who didn’t mind trading the office’s K-cups for some whipped coffee? Commutes went from 20 minutes to 20 seconds, and athleisure became the new business casual. But as days turned into weeks and weeks turned into months, screen fatigue had set in and people began longing for a normal routine again.

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Why the Human Side of Remote Work Matters Most

August 20, 2020/ Under Workforce Optimization,

Let’s face it, the workplace will forever look different.  Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had.  This is the new frontier of the workplace and with it, new challenges. When all your employees go virtual overnight, how do you keep your finger on the pulse of productivity?

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Partnering with IBM to Implement AI to Address a Global Pandemic

Implementing AI to Address a Global Pandemic

August 6, 2020/ Under Conversational AI,

The adoption of AI in the contact center has long been a topic of discussion. With spikes in call volume due to the COVID-19 virus and accompanying global pandemic , businesses are now looking to obtain a cost-efficient and intelligent way to address their customers’ most pressing issues. AI solutions are fueling traditional self-service approaches while also incorporating chat bots and live agent support, all in an effort to create a seamless journey for customers while providing them with the support and agility they need.

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Engaging with Customers Seamlessly

June 28, 2020/ Under Contact Center,

The world as we have known has definitely changed a lot this year, and with these changes also came new challenges for businesses seeking to engage with their customers across, in many case, new digital channels.

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3 Ways to Help Your Customers Avoid Contact Center IVR Hell!

June 25, 2020/ Under Caller Elected Callback, Contact Center, IVA,

We’ve shared just how critical a well-tuned IVR system is. After all, your customers consider your inbound contact center to be as much a representative of your organization as your storefront or your salespeople. When it doesn’t deliver, and your customers are relegated to shouting at their phones in frustration. Or even worse, hanging up altogether, they directly connect that negative experience to your brand. 

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