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    Best Practices: IVR and Self Service

    A CRMXChange Presentation featuring Tom Lewis, CEO of SmartAction

    Watch this on-demand webinar to learn how to reduce contact center costs while improving customer experience.

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Intelligent Voice Automation

Everyone wants automation that can help lighten the load of contact center agents. Customers like self-service options and they are more cost-effective for companies. But replacing your IVR is excruciating – long development times, huge capital investments, and an overall drain on your company.




How We Do It



5 Ways You’re Already Using Deep Learning

To put it simply, deep learning is a type of machine learning algorithm that mimics the neurons and synapses found in the human brain. It allows for the modeling of complex data patterns in multilayered networks that continuously self-improve. Deep learning was first developed in the 1950s during psychologist Frank Rosenblatt’s quest to create a … Continue reading 5 Ways You’re Already Using Deep Learning

April 19, 2016

By SmartAction

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Eight Seconds or Less: A Guide to Outbound Calling

In 2015, Microsoft conducted a study and concluded that the average person’s attention span was just 8.25 seconds. To put this into context, a goldfish has an attention span of 9 seconds- a whopping 0.75 seconds longer than ours! While this news is slightly disturbing, it does provide valuable insight into how important the first … Continue reading Eight Seconds or Less: A Guide to Outbound Calling

April 4, 2016

By SmartAction

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Directed Dialogue vs. Natural Language

There’s no way around it- there is a universal dislike of old-fashioned IVRs. In fact, it’s common for customers to feel irritated the moment they realize they are speaking to a machine rather than a human agent. But in reality, their frustration shouldn’t be directed at the machine itself, but at the stilted nature of … Continue reading Directed Dialogue vs. Natural Language

March 29, 2016

By SmartAction

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Mission Critical Service Must-Haves

To run a mission critical service, the network and system architecture must be designed so there is no single point of failure. But, that’s easier said than done, especially if you’re not the most tech-savvy person.  Here’s a basic checklist – we’ll start with the obvious: Now, onto the less obvious. These are the items … Continue reading Mission Critical Service Must-Haves

February 24, 2016

By SmartAction

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Passing the Turing Test: Tread Lightly!

In 1950, Alan Turing posed an interesting question: can machine intelligence become human-like enough that the average person would not be able to distinguish the difference between man and machine? Thus, the Turing test was born. Turing explains the test using a scenario in which a human interrogator asks questions of two parties, of which … Continue reading Passing the Turing Test: Tread Lightly!

February 8, 2016

By SmartAction

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Customer Satisfaction Methodologies

At this point, customer surveys are a given for most businesses. Using surveys gives you deeper insight into customers’ opinions, and helps you predict how likely they are to continue using your services. In other words, surveys help you maintain the best parts of your customers’ experiences, and prevent repeating any mistakes, all while giving … Continue reading Customer Satisfaction Methodologies

February 2, 2016

By SmartAction

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The Effortless Experience

The ideal balance between technology and humans differs for every business, and it’s dangerous to assume that replacing employees with technology will automatically increase efficiency. However, what we do know is that customers always choose the most effortless experience. Whether they’re looking for a quick fix, or a longer journey, we can use technology to … Continue reading The Effortless Experience

January 25, 2016

By SmartAction

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Succeed with Big Data

While big data can be intimidating, it has undoubtedly become a key tool for businesses looking to stay ahead of the competition. Especially with the rapid spread of mobile devices, international data traffic is growing at an unprecedented speed. The International Data Corporation recently predicted that the big data technology market will grow to $41.5 … Continue reading Succeed with Big Data

January 11, 2016

By SmartAction

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