If your business focus is to increase growth and value for customers, it's important to meet and exceed their expectations. Yet, most businesses use outdated IVR systems that are not user-friendly.
But, it doesn’t have to be that way. Technology has made long strides in the...
00:00 13 November
“A customer who is delinquent on a loan is, first and foremost, a customer. If handled correctly, a collections customer can still yield new sales. If handled incorrectly, current and future sales could be lost.” Chris Maranis*
As most contact centers for financial institutions, products and...
00:00 05 October
ACD, aka Automatic Call Distribution, is a telephony software tool that automates incoming call distribution amongst your staff. A business can define rules for how this distribution takes place, based on their needs.
Generally, an ACD works with your call routing parameters to connect callers to...
00:00 16 July
Announcing Ozonetel’s seamless integration with Intercom.
A chat window on your website is a quick, inexpensive way to provide instant support to a customer or prospect. But have you noticed that when conversations start getting interesting, being limited to typing is frustrating? Because, when a prospect...
00:00 09 March
Don't keep callers waiting on hold or on long call queues. These 5 resources outline the top ways to reduce hold times for your customer:
Keep call queues short.
Our call queue management blog outlines how automatic call distribution, fallback rules, reports, voice mail and...
00:00 06 March
Bots with boring generic robotic voice only belong in campy sci-fi movies. The key features when planning a conversational interface for your business are: Its ability to understand your customer, its ability to allow interruptions, quick response times, AI-powered continuous learning ability, and its ability...
00:00 01 March
Call volumes constantly fluctuate. Staff doesn’t always turn up for work. But your customer doesn’t know that: They still want the phone answered fast!
You need to keep the show running smoothly. You need to predict and plan—sometimes on the fly—for using your staff efficiently....
00:00 21 February
3 reasons why well-trained, easily accessible staff are critical for implementing good self-service
The tech-handicap that used to exist once upon a time is now history. Now everyone has a smartphone, they are tech-literate and there is minimal resistance to the idea of self-service.
00:00 12 February
To create a productive work environment, it is essential to have a ‘complete’ support system in place. And sooner or later, that means a well-managed phone support system.
Because sooner or later, your live chat, emails or messaging won't cut it—your customer will want to speak...
00:00 08 February
If you are involved in shaping your business’s customer interactions, then the world’s largest consumer electronics show might have some unexpected insights for you.
For managers shaping and measuring customer experience, CES means one thing: the all-important indexing of your Customer Effort Score. But there is...