Ummmm….where’s the IVR?
Over the past month, I have been investigating agent-assisted IVRs, and working through some of the implications the technology may have on the contact center/IVR space. Today, I decided to give them a try. One company that uses the guided IVR, Spiegel, talked to me during an interview about their experience with the IVR, which [...]
Operator Now
When my mother books a plane ticket, she’ll voluntarily get herself bumped in exchange for a later first class ticket on a later flight, plus a free flight anywhere in the nation. So my mother swung this little scam on a United Airlines flight from JFK to San Francisco, exchanging a 5pm departing flight for [...]
