Tag: IVR

CoffeeCakes.com and AnswerNet – A “Sweet” Combination

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By Celine Hundt, Contributing Author When Sherry Comes started her Internet coffee shop in 1995, she had no idea that her business would eventually turn in a radically different direction. The Internet café she envisioned proved to be ahead of its time, but the timing of the delicious coffee cakes sold at her store couldn’t have been better. Customers loved the coffee cakes so much that they asked how to order more for themselves and…

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The Masses are Right about IVR

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by Peter DeHaan, Contributing Blogger I once read an article whose title espoused the opposite perspective of this post. Perhaps you saw it too. I began reading it, in eager expectation of an enlightening and insightful discourse on the use of IVR (Interactive Voice Response) in the call center. I was soon to be disappointed. Essentially, the author asserted that the masses (code for “customers”) are selfish and shortsighted when they attempt to bypass IVR…

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