vanessa.thomas@stellapop.com

Interactive Voice Response

What is Interactive Voice Response (IVR)?

If you’ve ever called up an organization and had an automated voice walk you through your menu options, you’ve interacted with an Interactive Voice Response system or IVR. IVR is a touchpad or voice-activated input system that routes calls and empowers customers to take a “self-service” approach when interacting with your organization.

Customer Service Benefits

The Benefits of Dedicated Customer Service Reps

The customer experience is everything. Your brand reputation hinges on the quality of customer interactions – which is why having dedicated customer service representatives is so vital. But too many businesses cut corners when it comes to customer service, forcing customers to play phone tag, wait in long lines, or worse, turn to internet forums …

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Customer Optimization

How Your Contact Center Can Optimize the Customer Experience

You’ve heard of customer service and the customer journey. But what about the customer experience? Customer experience (CX) measures how your customers feel about your brand as a result of all the different interactions they’ve had with it, from seeing your ads to talking to a rep. It’s a reminder that customer perceptions are holistic and …

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Must Haves

Does Your Contact Center Have These Three “Must Haves”?

Gone are the days of the traditional call center setup. Today’s customers want to be able to get in touch with brands on their own terms – and on the channels that work for them. And with the past few years driving customers increasingly towards instant, digital solutions, expectations have skyrocketed. To stay on your …

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Giving Tuesday

Giving Tuesday Contact Center Prep

Giving Tuesday is fast approaching, and according to the estimates, 2022 is going to be a record breaker. Whole Whale predicts that this year we’ll see $3.2 billion raised – up 18% from last year’s historic numbers. Here’s how to ensure that your contact center is ready to meet these incredible levels of donor interest.

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