The Foundation of a Great IVR

When clients send me IVR trees to voice, the scripts are already written, usually very methodically crafted, debated over – even hotly contested among groups of decision makers within companies. In extreme cases, the script has even made its way through the legal department for final approval. It’s a rare thing when prospective clients approach […]

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IVR: The Neglected Step-Child of Your Brand

Whenever I am directed in a voiceover session (usually for a broadcast project), I’m always astounded at the level of detail that ad agencies go into to execute a radio spot. They have such a firm understanding of their client’s positioning in the market, their client’s personality, and who the target audience is. Same with websites: […]

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Automated Phone Systems: Identifying the Problem With Yours, and How to Turn the Ship Around

As a small business owner, you will already know the old cliché “time is money.” But how you invest your time is crucial to ensuring the success of your company. Telephone calls can be one of the most direct and meaningful ways your new customers or clients can connect with you. But it can also […]

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IVR Customer Service: How To Make Sure You’re Not Providing a Disservice

Let’s face it. When we have a problem with a product or service we’ve ordered, the last thing we want to do is waste more time calling customer service support lines. Studies have even found that the average person spends over 30 hours per year tied up with customer service. That wasted time leads to […]

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Common-Sense Rules for IVR

It needs to be said: too many IVR and call flow scripts are almost *designed* to frustrate. It’s clear that the typical IVR is for the company’s benefit — not the caller’s. And yet: why should it be that way? Sure — the IVR assists companies in sorting the caller into various departments — to better […]

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