Akash Desai

8 Best Practices To Deliver Delightful IVR Experiences

Photo Credit: iStock IVR's (Interactive Voice Response) have had a negative aura around them, primarily because like anything else, not caring about the user experience leads to terrible outcomes. Every channel, including IVR, has inherent drawbacks and limitations; every channel also needs to be used...

Three Trends Driving A Shift Towards Customer Self-Service

Photo Credit: iStock What’s Compelling This Shift In The Traditional Customer Support Model? Today, customers desire instant access and first-contact resolution to their needs. From the consumer’s standpoint, they’re continually seeking instant gratification, immediate delivery, instant service, and most importantly, instant satisfaction. This need for…

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