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CRM
February 2015
Leonard Klie |
The Hidden Sources of Poor Customer Service Interactions should be designed with the customer in mind.   |
CRM
March 2007
Ian Jacobs |
Gethuman? Get Real. Arising from consumers' growing hostility toward interactive voice response systems, this new project's standard could work to deepen, not reduce, consumer dissatisfaction. |
CRM
October 2012
Donna Fluss |
IVRs Get a Bad Rap There's no excuse for not investing in these systems. |
CRM
December 2010
Donna Fluss |
Speaking of Solid Payback Optimizing your interactive voice response system may require only a small investment |
CRM
October 18, 2004
Coreen Bailor |
It's About People, After All Incorporating the human element into contact center automation. |
CRM
November 2005
Coreen Bailor |
Avoiding the Speech Rec. Wreck Speech recognition has struggled to move into the mainstream, but these applications are picking up where touch tone IVR leaves off. |
CRM
June 30, 2015 |
IVR Technology Group and Jacada Partner Jacada will offer Visual IVR technology to IVR Technology Group's customers. |
CRM
May 1, 2007
Coreen Bailor |
Chatting Up Customers Down Under A telecommunications company combines speech with CTI and increases customer satisfaction, agent efficiency, and self-service adoption as a result. |
CRM
November 1, 2006
Coreen Bailor |
Speech Recognition Leads to R&R Fluency Voice Technology helps a travel services company provide its customers with more communication choice. |
CRM
February 1, 2007
Walter Rolandi |
Decrease IVR Hang-Ups Want a more effective interactive voice response system? Here are a few rules that can help prevent customer loss. |
CRM
December 2007
Coreen Bailor |
Speak Up! Designing a speech-enabled IVR system is inherently complex and requires in-depth preparation. Here are eleven strategies to ensure that you're hearing your customers loud and clear. |
Inc.
February 2006
Max Chafkin |
The Man Who Wanted a Live Operator An entrepreneur campaigns against automated customer service. |
CRM
May 2012
Michele Masterson |
Natural Language Understanding Grows Up The bar has been raised for technologies that not only hear, but understand too. |
CRM
February 2015
David Myron |
Correct Problems Caused by Outdated Automation Systems 'Personalization should permeate the customer experience at every touch point.' |
CRM
February 11, 2011 |
IVR Technology Group Announces iCAN Post-Call Surveys IVR Technology Group, a provider of intelligent voice response services and solutions, has introduced a feature-rich, post-call survey application that can be coupled with its IVR hosted services platform to provide call centers with easy access to very robust, automated telephony tools. |
CRM
January 2015
Leonard Klie |
In Customer Service, It's More Efficient to Be Effective Rushing customers off the phone might cut costs, but ignores the potential for greater value. |
Entrepreneur
March 2007
Barnaby Wickham |
Voice of Reason Putting a positive spin on negative publicity helped ring in sales for this entrepreneur. |
CRM
December 2010 |
Separating Fact From Fiction Addressing myths regarding upgrading non-vXML-based applications and improving IVR applications. |
CRM
March 2015
Leonard Klie |
The 2015 CRM Service Leaders: Interactive Voice Response While interactive voice response systems were once only used by large companies that received massive amounts of calls, small businesses are now adopting the technology in large numbers as well. |
Bank Technology News
April 2002
David Rountree |
Phone Glitches Drive Consumers to Competition Banks, more than most companies, are likely to lose customers when service quality slips... |
CRM
April 2008
Jessica Tsai |
The 2008 CRM Service Awards: Rising Stars -- Spoken Communications Spoken Communications keeps callers from waiting aimlessly on the line, but it's waiting for a big customer to keep it in the limelight. |
CRM
April 1, 2007
Coreen Bailor |
Winnowing Customer Care Woes Craft applications with touch-tone and speech-enabled IVRs based on customer needs. |
CRM
September 2014
Leonard Klie |
Call Handling Time Continues to Rise Sales and customer service calls take 16 percent longer today. |
CRM
January 2012
Leonard Klie |
Can Mobile and IVR Avoid a Fight? Customer interaction technologies should support one another, not compete. |
CRM
April 2014
Leonard Klie |
From IVRs to Automated Interactive Customer Contacts Chat, SMS, and virtual agent solutions have a strong future if deployed wisely. |
CRM
November 2011
Leonard Klie |
IVR Investment Pays Off at Australian Bank Westpac Group installs Holly Connects platform to address customer service woes. |
Bank Technology News
March 2010
John Adams |
IVRs Get On The Brandwagon Interactive voice response (IVR) systems are increasing in importance as a retention tool in the financial services industry. New systems can be linked to CRM systems, and can move callers and customer data between departments. |
CRM
August 8, 2014
Karnail Jita |
The Missing Piece of the Customer Experience Puzzle Visually enabled IVR picks up where apps and self-service leave off. |
CRM
May 1, 2006
Coreen Bailor |
Crediting Speech IBM and Call Design help Australia's St. George Bank reap the benefits of a speech-user interface by delivering one voice to the customer while minimizing call transfers and improving satisfaction with its voice channel. |
Bank Technology News
July 2005
Shane Kite |
Communications: Automated Talking Gets More Complex Interactive voice messaging-the next step beyond traditional interactive voice response-gives banks a shot at more proactive customer relationship management. But are there options? |
CRM
April 2015
Leonard Klie |
VoltDelta Is the Right Prescription for Rx Outreach The multichannel cloud contact center solution provides IVR, agent infrastructure, and automated prescription reminders for a mail-order pharmacy. |
CRM
February 2011
Leonard Klie |
A Gray Area Today's seniors can't be left out of IVR design decisions. |
CRM
May 1, 2007
Walter Rolandi |
Hybrid Hopes If call centers want to circumvent most speech recognition problems, the time has come for hybrid architectures. |
CRM
October 1, 2009
Donna Fluss |
Voice Self-Service to the Rescue When live agents can't be had, interactive voice response systems may suffice. |
CRM
November 2011
Leonard Klie |
10 Ways to Rearchitect Your Contact Center Hiring, training, and technology are considered keys to raising the customer service standard. |
CRM
May 2012
Leonard Klie |
In the Air Instead of on the Line A natural language-based IVR connects US Airways passengers to better service. |
Bank Systems & Technology
August 31, 2004
Maura K. Ammenheuser |
Banks Hear Customers Loud and Clear By leveraging speech technologies, banks are improving customer service and cutting costs. |
New Architect
March 2002
Jonathan Eisenzopf |
Updating Your System Is VoiceXML right for your customer service strategy? |
CRM
April 2011
Leonard Klie |
IVR Personalization: Strike the Right Balance Too much familiarity can repel customers, so IVR designers must take pains to build the right systems. |
CRM
November 15, 2010
Zor Gorelov |
The Decline of IVR The always-connected customer prefers self-service smartphone applications. |
CIO
June 1, 2006
Susannah Patton |
Answering the Call Everyone's had a bad experience with a call center. But now companies are investing in advanced technologies and at-home agents to connect with customers, not put them on hold. |
CRM
December 1, 2003
David Myron |
Speech Technology Begins to Realize Its Potential Vendor representatives discuss of the practicality of speech recognition in today's contact center. |
CRM
January 2005
Colin Beasty |
6 Secrets to Selecting the Right Contact Center Location Critical for contact center success is a balanced solution that meets the needs of both an organization and its customers. |
CRM
December 4, 2015
Gregory Pal |
Why Customer Service Is Marketing -- and How to Get It Right In today's marketplace, savvy businesses are using unique technologies to up the ante on customer experience across all channels -- which translates into customer retention and higher sales. |
CRM
January 1, 2008
David Myron |
'Your Call Automation Sucks' What one company learned after overhauling its interactive voice response system can provide useful lessons as you adopt Web 2.0, CRM 2.0, and social networking strategies. |
CRM
March 2013 |
CRM Service Awards: Service Elite Activision began to explore solutions that would give it the flexibility it needed to service its gamers in the channel of their choice. Last March, the company selected Salesforce.com Service Cloud and was able to roll out the product globally and across three of its contact centers within 90 days. |
CIO
July 15, 2005
Alice Dragoon |
CRM Wake-Up Call How to transform your call center from a budget drain into a source of competitive advantage. |
CRM
November 2012
Leonard Klie |
The New Measure of Customer Service Success Why some traditional performance metrics are wrong and what you need to evaluate now. |
Wall Street & Technology
July 1, 2005
Jim Middlemiss |
CIO Challenge As more and more clients look to conduct transactions via electronic channels, investment management firms are improving their electronic servicing systems. Boosting online search capabilities and integrating call center systems and Web platforms can enhance self-service. |
CRM
September 25, 2015
Leonard Klie |
Zappix Expands Global Support for Its Visual IVR Zappix now allows companies to provide visual IVR mobile smartphone solutions for iPhone, Android, and the Web in multiple languages. |
