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IVR

customer service frustration

Could you repeat that please….

By AI & Automation, Contact Centre, Customer Experience, IVR

When customers contact your organisation, they want their enquiry resolved quickly. Valuing their time and treating them with empathy is central to this. That’s why customers become irritated when asked to repeat information they have already provided after switching channels or when transferred to another agent. In fact, in a recent Enghouse survey, 53% of consumers listed having to repeat…

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Digital Self-Service ROI

How to deliver ROI from your digital self-service

By Chatbots & AI, Customer Experience, IVR, Self Service

The pandemic has radically altered many aspects of how we live our lives, including increasing everyone’s use of digital channels. At the same time customers are becoming more demanding, wanting faster answers to their queries. Together, this puts the spotlight on self-service – customers are now more comfortable using this channel to find information and solve routine queries, provided it…

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