A modern IVR system (Interactive Voice Response) relies on two critical components to be able to effectively ‘listen’ to your callers. These are: NLP (Natural Language Processing). And NLU...
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What does IVR mean? IVR stands for: “Interactive Voice Response” – which is an interactive customer service system that callers can either speak to or engage with by using the dial-pad...
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There is one skill that every exceptional customer support representative should have and that is empathy. Yes, it’s important to be able to speak with confidence, just as it’s important...
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The phonetic alphabet is a standardized set of words used to represent the letters of the alphabet. It is commonly used in the customer service industry to ensure clear and...
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To the uninitiated, a job manning the phones in customer service is as simple as sitting and answering phone calls. We, on the other hand, realise just how much work...
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Is there anything more frustrating than being sat on the phone whilst waiting in a call queue to be served? The same monotonous music playing on repeat while you clock-watch,...
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There’s been a lot of hype surrounding this topic of artificial intelligence and robotic process automation in Aussie contact centres, some good, some bad. It all comes down to perspective...
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Something that is often overlooked though is irrefutably valuable to your business, is telephone etiquette. Something as seemingly inconsequential as the way that you answer the phone when talking to...
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This is an important question as it’s all too easy to get the two mixed up. In this article, we’re going to explore the clear difference between the two and...
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There is nothing more valuable in business than the satisfaction of your customers. Thus, it is paramount that you take the necessary steps to ensure that you are always delivering...
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