Entries by John Montgomery

Why Interactive Voice Response Isn’t a Necessary Evil

About Interactive Voice Response Interactive voice response (IVR) systems have been helping airlines, banks, and other types of organizations lighten the load on contact centers dealing with hundreds of thousands of daily support calls. But even if you work at a company that relies on IVR, we can be honest—these systems are brutal from the […]

What hotels are missing about competing with Airbnb

The New York Times published a great piece about the hotel industry’s plan to combat Airbnb. The writer, Katie Benner, exposes the not-so-surprising truth that the largest hotel industry association’s ace in the hole is going after state and local legislators to restrict Airbnb’s operations and hopefully slow them down. Airbnb might be the biggest […]