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Why the phone is as an opportunity not an enemy

Although it’s unlikely to be intentional, one of the most common pitfalls for call centres is deflecting callers who have legitimate reasons for making contact via phone. So, when designing your IVR, it’s important to be sure that what you’re…

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How average hold times affects customer experience

How long are you willing to wait on hold for? Five minutes? 30 minutes? More than an hour? We are all familiar with the hold time ‘jingle’ that at some point we find ourselves humming along to. Not to mention the mini heart attack felt when the…

March 14, 2025