Omnichannel

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3 Ways To Improve IVR Containment Rates Without Touching Your IVR

Call Flow, Customer Experience, IVR, Omnichannel, Payments / By

The true test of how effective your IVR solution is often lies in the containment rate. This corresponds to how many callers use, or are contained within, the IVR from the entirety of their transaction. That means not abandoning the IVR to speak to a live agent. Now IVR technology is a huge boon to …

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Change Your Healthcare IVR Billing for Better Customer Experience

Healthcare, Omnichannel, Payments, Security / By

The World of Healthcare Billing A recent article from Advance Healthcare Network highlighted some of the issues that exist in the world of healthcare billing and offered a number of specific areas where healthcare companies can focus their energy to create a better experience for patients. This article demonstrates how no solution exists in a …

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The Netflix Effect & Why Voice Remains Critical For Customer Service

Cloud Computing, Customer Experience, Customer Service, Omnichannel / By

The Netflix Effect The world of technology often seems like the fallout from Sherman’s march to the sea where old technologies are left smoldering in ashes in the wake of the latest and greatest. We might even call this the Netflix effect. After all, not many people choose VHS as their primary medium for watching …

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IVR Phone Banking – Your Starting Point For Providing Better Customer Experience

Finance, IVR, Omnichannel, Security, Technology / By

From Here to There and Everywhere Are we seeing the swan song of brick-and-mortar store fronts for banks? It’s no secret that mobile banking has taken off in recent years. People are more likely to stand outside their bank and complete a transaction on their phone than to actually go inside. Scaling back the number …

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SMS – Tap into the Customer Service Channel Customers Actually Engage With

Customer Experience, Omnichannel, SMS, Technology / By

You want to make sure that your most important communications actually make it to your customers and that they engage with them, right? That’s a pretty basic desire no matter what business or industry a company is in. Nowadays there are so many different communications channels it can be difficult to know which one is …

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Just Say No to Resets: Seamless Customer Experience in Omni-Channel Communications

Business, Customer Experience, IVR, Omnichannel, Self Service, Technology / By

Omni-channel communications appeal to a lot of companies. And it makes sense that they do. Having that type of power at your disposal allows businesses to meet customers on their turf. While this means there are more channels to manage, when done right, the benefit is that omni-channel communications create a better customer experience. Omni-Channel …

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The Next Iteration of Self-Service

Artificial Intelligence, Call Center, Customer Experience, Customer Service, Omnichannel, Self Service / By

Once we acknowledge that the measurable, objective job might be taken by an app, we have to make service dramatically better than self-service, or else this job is gone. —Seth Godin Humans replaced by machines. This is the future sci-fi movies have been both hoping for and warning us about for decades now. It’s closer …

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