An IVR phone tree is like a map of your IVR’s pre-recorded messages and menu prompts. When implemented correctly, it can swiftly guide callers to…
Today's Eggspert
Why Natural Language IVR Is A Nightmare for Customers
The rise of automation in everyday life is often bemoaned for its displacement of the human touch. This is especially true when a technology is…
What Customers Want (And Certainly Don’t) With IVR Banking
When implementing an Interactive Voice Response (IVR) system in your bank, you must consider what your customers want—and what they don’t want. IVR in banking…
Neglected IVR Best Practices That Really Count For Success
You’re not alone if you’ve found yourself endlessly pressing buttons while navigating an IVR menu, desperate for a simple solution. Most organizations neglect to prioritize…
Call Center Reporting: The Only Reports You Need to Create
In the call center world, data is more than numbers; it’s the secret sauce to making smart decisions. Imagine using data to find out exactly…
4 Steps For Writing a Call Center RFP (+Where to Post It)
If you’re looking to outsource your customer service operations, then finding the right call center to meet your needs is mission-critical. Likewise, if you’re looking…
Call Center Integration: You Only Need to Unite 3 Systems
Most call center solutions offer a wide range of integration options. Just a few examples include ticketing systems, ecommerce, social media, and email integrations. But…
What Call Blocking Doesn’t Stop and What To Do About It
Call blocking technology can help fight off scammers and other unwanted telephone calls, but it still has its limitations. For one, it doesn’t stop scammers…
4 Call Deflection Strategies (and the One You Should Use)
Nonstop customer calls can quickly strain your customer support resources and leave your customers feeling underserved and underappreciated. That’s why you need to have a…
How to Stop Calls the Do Not Call List Doesn’t Ban
Since 2003, the National Do Not Call Registry has prevented telemarketers from pestering Americans with unwanted calls. The registry tells registered companies which telephone numbers…