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The #1 Way to Better Deflect your customers out of the IVR.

On average, 10 -15% of the calls in your voice channel are common and repetitive issues that can be better deflected and automated. Many callers have simple questions like resetting a password, registering a product, or getting an order status. These issues are an inefficient use of an agent’s time.  Moreover, what happens during peak […]

The Trouble With Chatbots

The Trouble With Chatbots

The goal of self-service chat bots has been to reduce the volume and cost of live agent support.  However, customers continue to prefer agent-assisted channels, such as voice, as their top service preference. In light of this, it’s worth taking a look back at last year’s Contact Center Week’s (CCW) report: The state of Chatbots. […]

Post Sale Experience

Post Sale Experience

Customer Experience includes the entire journey, including the customer’s post purchase experience when faced with a support or service issue.  However, many people use the terms Customer Service and Customer Experience interchangeably. It is important to remember that Customer Service is a reactive, issue driven type of engagement.  As a result, the customer’s expectations are […]

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