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Guest Blog: Three Surprising Ways You Can Improve the Customer Experience with Cloud IVR

ShepHyken

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated.

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Guest Post: How COVID-19 Has Impacted the Progression of Contact Centres

ShepHyken

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

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What Is Interactive Voice Response

JivoChat

Do you know what is Interactive Voice Response? Also known as IVR, this can be the solution to help optimize customer service via calls. With the IVR, that wait is reduced because the system is automated to help solve problems according to what you need, without having to speak with an attendant.

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What Is Interactive Voice Response (IVR) In A Call Center?

OctopusTech

One thing that has remained constant for a long time is that users still prefer to solve their queries on a phone call rather than choosing any other medium and that’s where Interactive Voice Response comes in. Not sure if an IVR system is right for your business? What Is An Interactive Voice Response (IVR)?

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Article: Enhancing Customer Experience Through SMS Deflection

24-7 InTouch

Brands that rely solely on interactive voice response (IVR) risk lower customer satisfaction (CSAT) scores. The inefficiency and high cost of voice agents can also cause revenue loss. This allows them to feel in control of the conversation rather than being stuck in an IVR system.

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Guest Post: Customer Service Automation: A Quick Beginner’s Guide

ShepHyken

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. It will help you get a head start to build quality self-help articles for your knowledge center.? . Automate Your Ticket Routing.

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What is Conversational AI and How Does it Work?

DMG Consulting

The idea is that if CAI solutions can identify and understand intents to enable customers to help themselves, this understanding can also be leveraged to source and deliver context-relevant content and responses to agents. without the help of a live agent, salesperson, or other employee.