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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As a customer service professional, it's essential to have strategies in place to effectively manage difficult or upset customers. One effective tool is the use of empathy statements, which are...
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Today, artificial intelligence (AI) and robotic process automation (RPA), are among the most prominent technologies being used by organisations to achieve their goals of improving customer satisfaction and bolstering employee...
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CX - What Is It? The concept of customer experience (CX) refers to how a company engages with its customers throughout the entire buying process, no matter in which stage they...
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Professionals and non-professionals are distinguished by their business phone numbers. If you have a dedicated line of communication with your customers, you can do business without a storefront, an online...
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Consider the situation where 10 customers are waiting in line at the checkout of your physical store. It's time to hand over their hard-earned money after they've finished browsing and...
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Over the past few years technology has reached dizzying new heights. It is impossible to successfully run a business and compete in the market without accepting the need to embrace...
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