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Monthly Archives: November 2011
Will IVR Ever Win Our Hearts?
Whenever I tell people that I’m in the call center business, I brace myself for a diatribe about “those darn systems” real people too often hide behind. Without fail, an Interactive Voice Response system (IVR) takes center stage. It doesn’t … Continue reading
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Enabling Technology for Multi-channel Customer Contact
In a world of expanding customer contact channels and the departmental silos that go with them, is it possible to optimize the customer experience and deliver on business objectives? The answer can be a resounding “YES!” given a carefully constructed … Continue reading