Independent Contact Center Consultants: Bridging Strategy, Technology and Operations Since 2004

Posts Categorized: IVR

Don’t Let Your IVR Languish

We see common situations in our contact center assessment projects: The IVR needs fixing. It’s been static for years. But nobody thinks it matters too much. Or they are afraid to touch it, out of fear it will “break” something. Without reports, they lack visibility to the problems and the data to show the potential… Read More »

Fix Your Front-end Now!

My campaign to get everyone to fix their “IVR” or front-end menus and scripts starts NOW. We have all heard the complaints – whether from customers of your specific contact center, or just from friends and family who presume you are a sympathetic ear for their most recent suffering at the hands of bad user… Read More »

IVR: Reviled or Well-Regarded?

The Interactive Voice Response (IVR) system is probably the most reviled component in the contact center technology portfolio. We’ve all heard people say “I hate those automated machines… I just want to talk to a live person.” And yet IVR STILL PERFORMS A LOT OF USEFUL SERVICES that benefit callers and centers. For example: They validate… Read More »

Technology Optimization: Interactive Voice Response

My friends and family love to tell me their latest miserable customer interaction experiences, and I bet yours do too. I’d also bet that new acquaintances offer an animated account of a recent IVR horror story when they find out what you do. Of course the good news is you can readily share your favorite… Read More »

Will IVR Ever Win Our Hearts?

Whenever I tell people that I’m in the call center business, I brace myself for a diatribe about “those darn systems” real people too often hide behind. Without fail, an Interactive Voice Response system (IVR) takes center stage. It doesn’t have to be this way. Imagine a world where the response from your new acquaintance… Read More »

Will IVR Still Play a Role in Multi-channel Customer Contact?

I recently had the opportunity to present a webinar with Varolii Corporation entitled Preparing Your Business for Today’s Multi-channel Customer. Most companies already live in a multi-channel world with voice, fax, email, voicemail, IVR, web. Some support web chat, outbound alerting, social media, and mobile, or have plans to do so. It’s an important topic as… Read More »