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4 steps to help fix your IVR reporting (Yes, we're talking to you)
DTMF Systems Deserve Good Design, Too
5 Reasons to Justify a Contact Center Consulting Engagement in Today’s Economy
Welcome to Our Blog (And Why We Think We’re “Qualified” to Start One)
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blog
customer experience
DTMF
IVR
IVR reporting
IVR optimization
VUI
4 steps to help fix your IVR reporting (Yes, we're talking to you)
It's remarkable that so many companies have invested so heavily in IVR systems and so few companies have good reporting on what is actually happening in their IVRs. Sure, everyone has some IVR reporting happening, but it's typically ad-hoc, cobbled...
Published
09-28-2010 4:25 PM
by
Lauren Hodgson
Filed under:
consulting services
,
IVR optimization
,
IVR
,
IVR reporting
DTMF Systems Deserve Good Design, Too
My background is in VUI design, and one of the very first things I ever learned to do is "escalated error handling." This means that, in addition to an error prefix like "sorry" or "I didn't catch that," the actual wording...
Published
04-27-2009 6:25 PM
by
Rebecca
Filed under:
consulting services
,
customer experience
,
VUI
,
DTMF
5 Reasons to Justify a Contact Center Consulting Engagement in Today’s Economy
It's a question we're starting to hear more and more these days -- "How can I justify a consulting engagement in these tough economic times. Isn't it considered a luxury?" While it is a very valid question, the truth is that consulting...
Published
02-26-2009 2:13 PM
by
Tom Hicks
Filed under:
consulting services
Welcome to Our Blog (And Why We Think We’re “Qualified” to Start One)
Last month we launched our Flip Your Customer Experience campaign and a new microsite http://www.flipyourcustomerexperience.com to provide contact center professionals with an easy one-stop place to access valuable resources on optimizing their contact...
Published
02-26-2009 10:17 AM
by
Anonymous
Filed under:
consulting services
,
blog
