August 30, 2017
  • Posted by: Donna Penwell
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  • Under: Blog

Are you one of those people that gets frustrated just 10 seconds into waiting on hold for customer service so you just hang up? Well, join the crowd. Statistics show that over 60% of Contact Center customers feel that even one minute of hold time is too long! That abandoned call is certainly not a good […]

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July 28, 2017
  • Posted by: Donna Penwell
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  • Under: Blog

Everything I know about Schrodinger’s Cat is based on some comments made during an episode of the hit TV show The Big Bang Theory. So when I saw the Cat reference used in an article* about Contact Centers I was intrigued and knew I had to read it. It turns out that there is a […]

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April 26, 2017
  • Posted by: Donna Penwell
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  • Under: Blog

Why would you ever need to think about human emotions when you’re focusing on your company’s IVR performance? What in the world do they have to do with each other? Aren’t there already enough factors you need to worry about when looking at improving the performance of your IVR? It turns out that people’s emotions […]

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