Cost Reduction Archives - Customer Touch Point Maximise Every Contact

Natural Language IVR

Customer Operations
September 17, 2018
Cost Reduction / Our Thoughts
0 Comments

OK Google – play Absolute Radio. Alexa – add 15 avocados to my shopping basket.* Natural Language IVR (NL IVR aka Voice Recognition) I’ll admit it - I have a smart speaker. At first, I was uncomfortable speaking to it and making it do simple tasks that I was more than capable of doing myself. But it only took a few days for me to feel that pressing a few buttons now felt like such an effort for my lazy hand.

Achieving Cost Reduction Through Channel Shift

Rick Kirkham
September 3, 2018
Cost Reduction / Our Thoughts
0 Comments

In the new year many businesses are looking for new ways to reduce the cost of customer contact without impacting negatively on their customer experience. One of the key areas we work in is channel shift – moving customers from agent answered phone calls to self serve telephony or to digital channels. We have a lot of experience