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17 Sep Why You (and Your Agents) Need Natural Language IVR

By: Jason Domsky

Traditional interactive voice response (IVR) systems have many flaws. First, callers are restricted to selecting from the choices the system gives them, which are necessarily limited. In order to interact with a traditional IVR system, customers must work through a series of menus, which many of them find frustrating.

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16 Sep Mind the (Perception) Gap: What You Think of Your Service vs. What Your Customers Think

By: Chad Wright

I want to start this by asking to you to take a moment and genuinely reflect on the service you provide and answer this question: Are you delivering a superior experience to your customers? If you answered yes, I’m glad to hear of the confidence you have in your technology and your agents.

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13 Sep Customer Service Secret Sauce: Guiding Customers

By: Chad Wright

I recently read an incredible blog post by Lauren McDonald at HeyWire. (And I would recommend that you take a few minutes and read her comments on comparing support channels to the Olympics and awarding the text channel the "gold medal." I'll wait.)

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19 Aug Customer Care Strategy: Value Your Customer’s Time

By: Chad Wright

Whether your strategic direction involves improving metrics like NPS (Net Promoter Score) and CSAT (Customer Satisfaction) or reducing overall costs, a key element involves demonstrating that you value a customer’s time.

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5 Aug Is the IVR Dead or Alive?

By: Chad Wright

 

I frequently attend the customer service trade shows and themes typically involve education on emerging technologies not yet widely adopted. For example, this year I attended several shows that focused on support for social media platforms like Facebook Messenger or Twitter.

Prior to this rising trend in customer service for social media, web and text chat took center stage as emerging technologies.

Improving the performance of customer service agents is (of course) a hot topic annually at all trade shows.

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