Can AI handle everything? Or, are there some instances where only a human will do?
What is the future for contact center agents? Will they become redundant? Hardly! If anything, the contact center agent will have a more important role than ever before.
Badly designed IVR call flows give IVR a bad rap. We put forward a defence.
A reflection on 5 call center practices that are past their 'sell by' date, or, if you like, where there is room for improvement over the coming year.
In order to route an incoming call so as to achieve the fastest resolution/ greatest satisfaction, in the shortest time, involving the fewest people, perhaps we should adopt a similar approach to that of dating websites.
IVR should enable users to help themselves, or route users to the right agent. But largely because of bad design, many people’s experience of IVR systems has been more Kafka than customer service.
By and large, call center scripting tools are built either for IVR only, or for agent scripts only, and are entirely separate entities. Why? This blog offers some answers and a way forward.
IVR systems can be both difficult to design and set up, and difficult to manage and update, resulting in low usability and user frustration. So, in terms of technology, what are the features of an easy-to-design, easy-to-manage IVR system? Here’s our top six.