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Interactions  |  Customer Care

The 2 Step Guide to Fixing Containment

July 23, 2014 The best and most consumer friendly Interactive Voice Response (IVR) systems save callers time by easily answering the questions most frequently asked, and by connecting callers with the best available agent for more complex inquiries. The problem is, most IVRs simply don’t do this well. Consumers call the companies with whom they do business to get something done.
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Interactions  |  Customer Care

5 Reasons Why Your Customers Want to Talk to a Human

July 8, 2014 Guest Blog by Jeff Kirchick, VP Enterprise Sales, NextCaller. If you’re anything like me, you don’t spend too much time looking for the answer to your question online because it is time-consuming, tedious, and sometimes painful. Oftentimes, in looking for the answer to your question online, you just come up with more questions.

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