Jaime Bailey

communication-gap

The Solution That Can Bridge Your Fragmented Business Communications

Business, IVR / By

Ever feel like your business operations teams don’t know what they don’t know? Customer service doesn’t know how to tell sales and R&D what product complaints they’re getting – or even if they should. Billing doesn’t know how to tell customer service who’s late on payments. And your IT team (if you’re large enough to …

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Spring Cleaning for Your IVR Leads to Blooming Customer Relationships

Customer Service, IVR / By

The first hint of spring is in the air! And that means a customer service professional’s thoughts turn to… a solid spring cleaning for your contact center’s customer experience processes. A complete review of each customer journey is necessary to ensure the details are all up to date and the operations all reflect best practices; …

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Card-activation

Customer Service Automation in Banking – A 2020 Update

Customer Service, Finance / By

Like they have in other industries, artificial intelligence and machine learning are truly disrupting the banking and financial services industry. In fact, Accenture predicted that last year would be a critical one in the evolution of the banking industry, specifically noting that: Of the 784 bank businesses and IT executives from nearly 30 countries polled …

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medical admin

The Rx for Medical Administration Headaches: Proactive Outbound Notifications

IVR, Plum Fuse / By

It can be tough to reconcile the ideal of medical care with the operational realities of running a healthcare organization, not to mention your patients’ daily lives. Optimal care is defined as the right care, at the right time, in the right setting–but when it comes to patient engagement, it helps to take a page …

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secure payment

Why IVR Automation Allows for More Secure Phone Payments

IVR, Payments / By

Data security. Without it, and without your systems unerringly maintaining it, your business could fail for the simple reason that your customers expect data security above everything, even ease and convenience. Adding to the complexity is that health data must now be kept secure in addition to identifying data such as social security numbers and …

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call guidance

How You Can Complete Transaction Calls in 90 Seconds or Less

Artificial Intelligence, Call Center, IVR / By

Yes, we said it. Transaction calls are possible in 90 seconds or less. The secret lies in how your self-service system works. If it runs smoothly and without wait time, a minute and a half is the maximum amount of time it should take your customers to work through an average transaction call, such as making a credit card payment over the phone.   …

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phone transaction

Are You Overpaying to Process Transactions by Phone?

Call Center, IVR, Payments / By

It’s a simple fact that no business survives without revenue coming in. While there are plenty of ways to collect payments, one of the most popular is the phone –and that’s where your contact center gets involved with this mission-critical process. When your customers call to make a payment, contact centers have two basic options: …

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