Why self-service customer support options should go beyond IVR
February 12th, 2021 Posted by Steve Fitzgerald Self ServiceEnhancing your contact centre’s self-service offering beyond IVR has numerous benefits for you and your customers.
Posts in Self Service
Keeping It Simple: IVR Design Best Practice
October 25th, 2019 Posted by Steve Fitzgerald Self ServiceSee the core principles of Best Practice in IVR Design – things you must get right if you’re going to get your CX right.
How to Create the Right IVR Customer Experience
June 8th, 2018 Posted by Steve Fitzgerald Customer Experience, Self Service, TechnologyDoes the IVR customer experience provided by your contact centre deliver a non-frustrating journey? 3 Tips to create the right IVR experience.
What are customers expecting from Contact Centres in 2018?
December 21st, 2017 Posted by Steve Fitzgerald Customer Experience, Mobility, Multi Channel, Self ServiceThe closing of 2017 is the perfect time to reflect on evolving customer needs, and the impact for Contact Centres next year and beyond.
Ready to Deliver Post Christmas Customer Support?
December 8th, 2017 Posted by Steve Fitzgerald Customer Experience, Contact Centre Management, Self ServiceLife doesn’t stop after Christmas, and neither must customer support. Here are five sound strategies for delivering impressive post-Christmas support.
The Inbound Contact Centre Technology Features Bucket List
April 13th, 2017 Posted by Steve Fitzgerald Cloud, Self Service, TechnologyContact Centre technical bucket list; discover the ten “Essential” and “Good to Have” inbound technology features you need
How to Significantly Improve the Mobile Customer Experience
September 20th, 2016 Posted by Steve Fitzgerald Mobility, Self Service7 ways Contact Centres can engage with mobile users pre-call, during calls and post call – to enhance their mobile customer experience.
Tips for Designing an IVR That Customers Don’t Mind Using
September 20th, 2016 Posted by Steve Fitzgerald Self Service, Customer ExperienceWhen you make it easy and fast for customers to get help – all of a sudden IVR is better accepted. Here’s how to design a good IVR.
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