User Experience
March 30, 2018
  • Posted by: Donna Penwell
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  • Under: user experience

Any chance you remember the last time you had a really horrible customer experience? Maybe it was pretty recent and you just got hair-raising chills going back to that moment. Ok, so stop there. Now, on a happier note, are you able to remember a blow-your-socks-off great customer experience? Perhaps it was in a store. […]

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April 26, 2017
  • Posted by: Donna Penwell
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  • Under: user experience

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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