Perhaps it’s the repetition of the claim “Your call is very important to us” that makes it ring so hollow when we’re on hold. As the hold music and messages repeat, we’re left wondering: If my call is as important as they say, then why doesn’t someone answer now?
#LowCode4All is designed to attract a new wave of Appian developers, from undergraduate students to military veterans, and unemployed individuals and career-changers.
Twilio CEO, Jeff Lawson released “Ask Your Developer” in February 2021 to critical acclaim. In this article I share my thoughts on the book and the message that comes with it.
Intercom Switch was a fantastic start to creating a more omnichannel platform. However, Intercom’s new feature, Intercom SMS, opens an even wider door of possibilities for omnichannel communication.
This month, Twilio released a “State of Nonprofit Digital Engagement” report, which detailed the nonprofit industry’s success in transforming digital communications over the past few years. I want to highlight two specific pieces of information that I believe are most responsible for their success.
Last week I attended the Slack Frontiers conference in New York City. There were a wide range of takeaways from the different sessions and conversations I participated in, and here are some of the primary ones:
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It costs money to staff a contact center, that’s a given. The healthy contact center is tuned to get the most value from this investment. The efficiency of your contact center agents reflects how well agents are set up for success by your organization.
October 2012 marks 10 years of incorporation for Vision Point Systems, the company bringing you VoiceVision. I founded the company in 2002 as YL Comm, Inc., with the goal of supporting the communications technology needs of pharmaceutical and other industries.
Cross-functional agents – agents responsible for handling more than one class of business transaction in a contact center – are valuable in many situations.
People really like IVR systems for simple tasks, and they overwhelmingly support IVR systems notifying them when important things are coming up, like the bill coming due, and stuff like that!
The latest in our article series – The People in Your Neighborhood is up on ICMI’s website. This article looks at the Voice of your Organization – the IVR, and the elements of both GOOD and BAD IVR.
Jim Schweitzer, Director of Commercial Technology Services at Vision Point Systems, will be presenting at next week’s 2nd Annual Medical Communications and Information Summit in San Diego.
IVR Maintainability reflects your ability to change and configure the automated voice menus that your customers navigate to accomplish their goal when contacting you. It is the first point of our VoiceVision 14 Point Diagnostic which we will discuss in detail.
The latest in our article series – The People in Your Neighborhood is up on ICMI’s website. This article looks at the backbone of the Call Center – the Agent, and the tools they need to build a value-based relationship with customers.
A lot of people say they hate IVRs, but we think they really just hate bad IVRs. Occasionally (OK, frequently) we run into bad IVRs, too. Since IVR is what we do, we try to help.