Enhance the Customer Experience, Tame the Robots
In a noble effort to cut costs, many businesses use interactive voice response (IVR) systems at contact centers. While this does lower contact center costs by reducing real-agent answer time, it also...
View ArticleSelf(ish)-service: How Misused IVR Ruins the Customer Experience
People hate IVR, everything from its automated voice to its endless wait times to its frantic button mashing. In fact, only 13% of consumers think IVR is easy to use. Callers can never be sure if...
View ArticleInteractive Text Response is the New IVR
With technological advances flooding the market everyday, interactive voice response (IVR) is looking more and more like a thing of the past. Modern speech technology dates as far back as the 1930s,...
View ArticleThese Overused IVR Phrases Have Got to Go
Almost every IVR contains one of these frustrating phrases: “Please listen carefully, as our menu has changed.” “We are currently assisting other customers. Your call will be answered in the order in...
View Article9 IVR Best Practices You Need to Know
Interactive voice response (also known as IVR) is one of the most notorious service channels of all time. Originally introduced to decrease the amount of time agents needed to spend on the phone while...
View ArticleOneReach Shares Customer Service Horror Stories
What’s scarier for businesses than a one-eyed zombie clown lumbering at you with a chainsaw? The thought of losing $41 billion a year. That’s right: poor customer service costs U.S. businesses over $40...
View ArticleOneReach Crafts Unique Campaign With Stella Artois
Are you ready to say bonjour to the simple life? Stella Artois thinks so. OneReach recently collaborated with Stella Artois, ad agency Mother New York and production company Stopp to create a unique...
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