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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 of the prompt is changed to give callers a better...
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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 engagements often prove even more valuable...
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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with an easy one-stop place to access valuable resources on optimizing their contact centers and migrating outdated IVRs. The response...