Research & Insights
Educate Yourself Further on Our Industry
The Nine Best Practices That Are Essential To Your Self-Service Strategy
Customers contact your company in the channel that they perceive will require the least amount of effort from them to get their task completed. But as chatbots and mobile apps shifted to the forefront of the news cycle, companies tended to forget that 80% of consumers still turn to the phone to accomplish their goals. While voice may not be trendy, it could be the key to a successful self-service strategy.
The Acronym Handbook
Are you new to the contact center industry, inexperienced in how telephony works, or interested in implementing a contact center solution? Download The Acronym Handbook and get a list of the 50 most commonly used acronyms and their definitions.
The acronym handbook is a tool that will come in handy when speaking with colleagues, partners, and vendors.
The IVR Maturity Model
To help brands assess their IVRs, we have developed this IVR Maturity Model. In it, we present the various features, capabilities, and implementation approaches that affect the performance and usability of an IVR. The tasks that an IVR can complete range from simple to complex, and every IVR application is a bit different. This paper identifies 25 of those key capabilities and approaches, split into three distinct categories: Effort, Experience, and Knowledge.