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Are Dinosaurs Really Extinct? Modernizing Traditional Contact Center Operations

Are Dinosaurs Really Extinct? Modernizing Traditional Contact Center Operations

Posted on May 23, 2013 in Blog, Customer Service Software

As children, we were taught that dinosaurs started to go extinct 65 million years ago, due to a massive asteroid impacting the earth. I’m not trying to insinuate that the extinction didn’t happen, because it did. What I do find …

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Building on a Firm Foundation: Self-Service via the Omni-Channel

Building on a Firm Foundation: Self-Service via the Omni-Channel

Posted on May 17, 2013 in Blog, Knowledge Management

In my previous blog posts, we looked at the heavy price companies paid for offering poor web self-service, as well as the inadequacies of old school self-service tools like FAQs and site search. While the web is an amazing channel …

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Where Good Customer Service Goes to Die: The Problems with FAQs and Site Search

Where Good Customer Service Goes to Die: The Problems with FAQs and Site Search

Posted on May 15, 2013 in Blog, Online Self Service, Virtual Agent Software

You have an amazing website with top of the line graphics and award winning content. You’ve managed to intrigue your customer (a good sign!) and now they’ve got questions, so they head on over to your FAQ page. The ‘Frequently …

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One Week, Three Tradeshows, 47 Coffees Later…

One Week, Three Tradeshows, 47 Coffees Later…

Posted on May 10, 2013 in Blog, Virtual Agent Software, Virtual Assistant Software

It was quite busy last week for IntelliResponse as we participated in three tradeshows: Gartner Customer 360 Summit, NetFinance and CS Week. While each show had a slightly different focus, all were aimed at helping customer service and marketing professionals …

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The Price of a Poor Online Experience – Getting Heavier Every Day

The Price of a Poor Online Experience – Getting Heavier Every Day

Posted on May 1, 2013 in Blog, Online Self Service, Virtual Agent Software

Let’s face it, we’re so deeply entrenched in the digital age, that there’s no turning back now. A company’s website has become the first point of contact for more and more customers, with fifty-seven percent of inbound calls coming from …

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A Blueprint for World Class Online Self-Service in the Utility Sector

A Blueprint for World Class Online Self-Service in the Utility Sector

Posted on April 26, 2013 in Blog, Online Customer Service, Online Self Service

Avista Utilities recently deployed IntelliResponse Virtual Agent technology  for online customer self-service and their deployment is absolutely stellar. Avista leveraged many of the online self-service best practices that make for a great Virtual Agent deployment. From a consumer’s perspective, Avista …

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