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How Much Does an IVR System Cost?

How Much Does an IVR System Cost?

Daniel Harding

Daniel Harding

5 mins read
How Does Average Speed of Answer and Service Level Impact Your Business?

How Does Average Speed of Answer and Service Level Impact Your Business?

Daniel Harding

Daniel Harding

5 mins read
How does conversational AI work in call centres?

How does conversational AI work in call centres?

Picture this: a customer calls your business during a busy period or after hours.
Daniel Harding

Daniel Harding

7 mins read
How to Set Up Interactive Voice Response

How to Set Up Interactive Voice Response

IVR is popular for customer service use cases, and will often start most voice interactions via a guided IVR menu. It’s a simple, easy-to-use solution for customers looking for support from brands. It helps businesses automate...
Daniel Harding

Daniel Harding

14 mins read
Top 20 Words and Phrases for First Call Resolution

Top 20 Words and Phrases for First Call Resolution

First call resolution (FCR) is one of the most important measures of customer service success. It reflects a customer’s experience during their initial interaction, showing whether their issue was handled completely without the...
Daniel Harding

Daniel Harding

6 mins read
5 Tips to Reduce Customer Effort

5 Tips to Reduce Customer Effort

Did you know that 96% of customers will leave you due to bad customer service, according to Forbes?
Daniel Harding

Daniel Harding

5 mins read
Hunt Group vs Ring Group: Which is Best?

Hunt Group vs Ring Group: Which is Best?

Hunt groups and ring groups are both types of call routing methods used in phone systems to manage incoming calls across different team members. Although these two methods are very similar, there are some differences between the...
Daniel Harding

Daniel Harding

5 mins read
Top 10 Tips to Avoid Agent Burnout

Top 10 Tips to Avoid Agent Burnout

Call centre and customer service roles can be rewarding, but they are also some of the most emotionally and mentally draining jobs around.
Daniel Harding

Daniel Harding

9 mins read
A Guide to Omnichannel Routing

A Guide to Omnichannel Routing

According to data from Uniform Market, companies with strong omnichannel strategies retain 89% of their customers, compared to just 33% for those with weak engagement. This highlights just how important seamless routing is to...
Daniel Harding

Daniel Harding

12 mins read