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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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10 Ways to Listen to Customers Without Surveys

CX Accelerator

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

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How to Create a Call Center IVR Script

Fonolo

When customers call your customer service line, greeting them with a friendly and easy-to-navigate interactive voice response system is a standard in call center software. With all that said, writing a strong call center IVR script doesn’t need to feel like a mountainous task. What is IVR? The benefits of IVR.

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

ShepHyken

They were the playground for breakthrough legacy technologies such as call routing and interactive voice response (IVR), always in the interest of providing a better, more streamlined customer service model. Contact centres have been at the forefront of advancements in customer-facing communication technology.

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Get More Responses With Automated Voice Surveys

Get the masterclass for CX professionals on automated voice surveys by phone. This eBook from IVR Technology Group walks you through the basics of collecting fresh and accurate customer feedback in the most frictionless way possible. Get the eBook to learn more.

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Creative & Effective Call Survey Examples

VirtualPBX

What Are Automated Phone Surveys? Automated phone surveys are a common tool businesses use to collect feedback from customers. You might encounter them at the end of a call, when a voice prompt asks how your call went or how satisfied you were with the customer service. How Do Call Surveys Work?

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5 Reasons to Use After-Call Surveys

Fonolo

Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. Of course, these surveys aren’t a foolproof way to improve customer service experience. What is an After-Call Survey? 5 Reasons to Use After-Call Surveys.

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