Natural Language IVR

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.

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Achieving Cost Reduction Through Channel Shift
Achieving Cost Reduction Through Channel Shift

Achieving Cost Reduction Through Channel Shift

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

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Corporate Podcasts (Part 1)

Not that many years ago, the podcast was but a small seed in the eager ear of the audio world. But my, how it’s grown. From gripping investigative journalism series such as 'Serial', to comedies like 'Scummy Mummies'  and witty educational series 'The Infinite Monkey Cage', we're plugging in and pressing play. We're listening on

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NPS Or Effort?

About a month ago I had a fantastic meal in a restaurant in central London for an anniversary. It was slightly expensive, but absolutely worth it – I would recommend that place to friends. Last week I went to the corner shop and bought milk. There was nothing wrong with the experience, but I wouldn’t

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When Creative Meets Corporate
When Creative Meets Corporate

When Creative Meets Corporate

How do you deliver messages to your customers? Chances are it hardly involves the postman these days. With the likes of social media, blogs, email and contact centres, you’re spoilt for choice with the ways you can talk to customers. And when you communicate clearly and consistently through all of these channels, you create opportunities

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