People Like IVR!

Posted September 14, 2012 by Chris Burgoyne / Good IVR, Voice Interface, Teachable Moments / 1 Comments

People love IVR! Just a quick reminder, and this is backed up by a report from the folks at Forrester research.  People really like IVR systems for simple tasks, and they overwhelmingly support IVR systems notifying them when important things are coming up, like the bill coming due, and stuff like that! An Overwhelming Majority Of Consumers Express Interest In Proactive Notification   Base: 1,001 online US consumers who have used telephone customer service in the past 12 months Source: “Driving Consumer Engagement With Automated Telephone Customer Service.”  Learn More

What is: Virtual Hold?

Posted December 14, 2011 by Leslie Dove / Good IVR, Voice Interface, Customer Satisfaction, Contact Center Technology, What Is? / 2 Comments

"Thank you for holding. Your call is very important to us. All of our Customer Care Representatives are currently assisting other callers. Please continue to hold, and the next available Representative will answer your call." [Insert discordant hold music.] "Thank you for holding. Your call is very important to us. All of our Customer Care Representatives are currently assisting other callers. Please continue to hold, and the next available Representative will answer your call." [Insert discordant hold music.] "Thank you for holding. Your call is very important to us—" Perhaps it’s the repetition of the claim “Your call is very important to us” that makes it ring so hollow when… Learn More

A Talk with GM Voices

Posted November 1, 2011 by Chris Burgoyne / Industry Interviews, Consulting, Good IVR, Voice Interface, Strategy / 0 Comments A Talk with GM Voices

Part of evaluating IVR is knowing what makes a good IVR.  One obvious critically important component is the voice itself.  Recently, we were fortunate enough to have the chance to talk with with Marcus Graham, CEO of GM Voices. GM Voices is a leader in the Voice Talent space, giving voice to scores of IVRs and electronic devices. They’ve pioneered… Learn More

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