The Role of Self-Service IVR

Posted by Rachel Brink on Sep 5, 2014 9:06:00 AM

In a recent study, an astounding 67% of customers have stated a preference for self-service as opposed to speaking to a live representative (ZenDesk).  Previously viewed as a burden imposed on consumers, the self-service arena has today become an essential part of the average consumer experience.  And as one considers each major industry, the rapid adoption of self-service solutions is readily apparent everywhere.  Grocery stores have self-check out lines, airlines offer Kiosks (have yet to figure out how to apply it to Homeland Security lines, though), restaurants use self-service reservations – the list goes on. Each of these initiatives involves one person, and one person only: the customer. 

The importance of self-service in the contact center space is no exception. Interactive Voice Response (IVR) technologies are leading the charge, providing customers the ability to quickly and easily access any information by selecting options from a simple menu. What was at first an effort for contact centers to improve operational efficiencies and reduce costs, has since become an industry standard.   And with 69% of customers equating a good customer experience to how quickly an inquiry is resolved, the need to adopt the latest technology facilitating their ability to do so has never been more important.

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Topics: call center, call center software features, multichannel contact center, contact center, call center software, cloud based call center, cloud customer support, B2C, best business practices, IVR technology, customer satisfaction

B2B Marketing: Science or still an art?

Posted by Raj Sharma on Sep 28, 2012 1:23:00 PM

In the old days, B2B marketing bordered on being an art form. Even when you went to a trade show, it was difficult to track and measure your ROI. There was this constant battle between sales and marketing. Sales always complained about lack of qualified leads and marketing always doubted the sales department ability to close deals. Tracking how different marketing programs were performing and then allocating budgets based on that seemed like a futile exercise. The VP of Marketing and the CEO used their experience and thumb rules to allocate budgets. A lot of times it was really based on the budget in the previous year. Add a few or take away a few based on how the company was doing. 

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Topics: Inside sales, B2B marketing, B2C, lead tracking

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