For years, the contact center was regarded as a necessary evil, an appendage that was just part of the cost of doing business. Eventually, people realized the contact center could be a profit driver, and it got some serious upgrades to match. Improving contact center reliability can be one of the biggest new profit drivers you never saw coming. Why Contact Center Reliability Means Value for the Entire Business The evolution of the contact center from cash sink to value driver came at the … [Read more...]
What’s Next for IVR?
Interactive Voice Response (IVR) has made such strides in improving the customer experience in recent years that many consumers are forced to pause and wonder if that could really be a computer on the other end of the line. It’s so intuitive that it can be hard to believe there’s nobody sitting there pushing the buttons on the other end. Enterprises are aware of how easy it is for a customer to get the experience they want; a competitor is always ready to pick up the slack and outperform your … [Read more...]