For those of you who aren’t familiar with the Canadian province of Saskatchewan, here’s what you need to know (especially if you’re a motorist): the winter is bitterly cold. As the VP of Automotive Services for CAA Saskatchewan, I ‘m always looking for the best way to provide all of my members an efficient and user-friendly process […]
Thank you, Siri. Your pleasant-sounding voice has completely changed my attitude about Text-to-Speech (TTS) software. Until you came along, I was never much of a fan. Interacting with TTS (and the IVR applications that made use of it) used to be an experience that was too often unpleasant, inefficient, and incredibly frustrating. Between the robotic-sounding voices and the […]
Working in customer service is one of those jobs in which many skills are learned by experience. No two customers will have the same style of communication when it comes to clarity, tone and personality, so it’s important to have the ability to communicate efficiently with many different types of people. Last summer, I worked […]
Today, self-service is generally agreed upon as the primary trend and focus for customer service. Omni-channel is only the buzz of the day because new channels are emerging causing companies to feel that they are falling behind. However, a channel is merely an avenue for customers to receive service and regardless of the number of […]
This year marked the debut of the Intelligent Assistants Conference, an industry-first conference in September held in San Francisco. The topic was new and the timing was right. Hosted by Opus Research and Dan Miller, the event was well attended by nearly 100 forward-thinking companies and technology providers. As someone who has attended countless conferences over the years, […]
If your IVR provider accepts and processes credit card information, then it must be PCI compliant to ensure your systems are secure, and customers can trust you with their sensitive payment information. But what exactly does compliance entail? And how do you ensure that your IVR provider is in fact PCI Compliant? Read through the […]
Most contact centers have an over-reliance on live agents for even the most repetitive and rudimentary calls and chats. With cloud-based virtual agents, you can automate conversations your live agents are handling today without sacrificing an ounce of CX.
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