VoxGenivr6 Tips for Integrating Outbound Text MessagingIn our last post ‘How outbound text messaging can improve the customer experience’, we outlined some of the benefits of integrating…Feb 20, 2018Feb 20, 2018
VoxGenDesign IVR Conversations not Call FlowsPlanning any type of automated customer communication can be tricky, but in the voice channel it’s uniquely tough. To start delivering…Feb 14, 2018Feb 14, 2018
VoxGenUK Customer Satisfaction Winners: 6 LearningsFor many businesses, like Amazon, John Lewis and Waitrose — which recently topped the Institute of Customer Service ‘UK customer…Feb 8, 2018Feb 8, 2018
VoxGenUsing Data to Personalize the IVR ExperienceThere’s a lot of talk about using big data to create truly personalised customer communications. But our experience shows that, in the IVR…Feb 2, 2018Feb 2, 2018
VoxGen6 Tips for Integrating Outbound Text MessagingIn our last post ‘How outbound text messaging can improve the customer experience’, we outlined some of the benefits of integrating…Jan 11, 2018Jan 11, 2018
VoxGenWhy Callers are Falling Out of Love with Telephone Customer ServiceNew research from the UK’s Institute of Customer Service says more customers rely on telephone service than anything else — but that…Jan 8, 2018Jan 8, 2018
VoxGeninBecoming Human: Artificial Intelligence MagazineNatural language IVR — what, why, how?We talk to a lot of people about their IVR (Interactive Voice Response) systems, and we make a point of calling up all sorts of different…Jan 3, 2018Jan 3, 2018
VoxGenIVR Analytics and ReportingA great IVR is one where any problems or bottlenecks are swiftly and elegantly fixed before performance starts to suffer. But it’s…Dec 22, 2017Dec 22, 2017
VoxGenWhy Callers are Falling Out of Love with Telephone Customer ServiceNew research from the UK’s Institute of Customer Service says more customers rely on telephone service than anything else — but that…Dec 18, 2017Dec 18, 2017
VoxGenStart with the caller: why UX research is vital to great IVRToo many IVRs are developed without giving due thought to the callers who use it. Here’s why it pays to do user experience (UX) research.Dec 13, 2017Dec 13, 2017
