White Papers

Below are Whitepapers that we have published on the area of Customer Management. They are free to download.

Please download them and use them in your business.

10 tips to make sure your IVR system is working for you

Officially known as an “Interactive voice response” (IVR) platform, IVR’s are the software attached to a company’s phone system (ACD/PABX) that allows the caller to direct their call via the telephone keypad. They connect callers to the most appropriate area or person based on the needs of their call and those identified through the IVR options.

While they sound like a great idea, we have all had at least one dreadful experience when interacting with a Company’s IVR system, the structure and options have become frustrating because they were not logical or not working properly.

This white paper has our top 10 tips on making sure that your IVR system is working at it's full potential.

More info on 10 tips to make sure your IVR system is working for you

Customer Experience Management Whitepaper

This free white paper examines the process of determining the value, designing and executing Customer Experience Management (CEM) programmes for organisations large and small.

More info on 4 Steps to Customer Experience Management Whitepaper