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Did you know that Lassie received the very first pet insurance policy in the US in 1982? No? You may not even know much about pet health insurance itself. Even though it appears to have existed in other parts of the world for decades, it has been much slower to catch on in the US. Similarly, customer experience has always existed, even though we weren’t yet aware of its importance to companies and the products they sell.

One of the top ways to make life easier for customers is by improving (or implementing) your interactive voice response (IVR) system. IVR is an automated self-service voice menu that accelerates resolution and improves routing. It integrates with your automatic call distributor (ACD), leveraging natural speech to collect caller information and determine optimal handling.

Our lives have been disrupted, both at home and work. And the rapid pace of information we are getting about COVID-19 worldwide both via traditional news outlets and social media creates an even more heightened sense of concern. COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities. COVID-19 contact center Business Continuity Planning has taken top priority.