Blog

Sep 17 2017 WHY YOU (AND YOUR AGENTS) NEED NATURAL LANGUAGE IVR

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Traditional interactive voice response (IVR) systems have many flaws. First, callers are restricted to selecting from the choices the system gives them, which are necessarily limited. In order to interact with a traditional IVR system, customers must work through a series of menus, which many of them find frustrating. In fact, many callers fail to find the […]

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Sep 13 2017 CUSTOMER SERVICE SECRET SAUCE: GUIDING CUSTOMERS

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I recently read an incredible blog post by Lauren McDonald at HeyWire. (And I would recommend that you take a few minutes and read her comments on comparing support channels to the Olympics and awarding the text channel the “gold medal.” I’ll wait.) As the text channel continues to receive a lot of attention – and it should – it presents a great opportunity […]

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Aug 19 2017 CUSTOMER CARE STRATEGY: VALUE YOUR CUSTOMER’S TIME

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Whether your strategic direction involves improving metrics like NPS (Net Promoter Score) and CSAT (Customer Satisfaction) or reducing overall costs, a key element involves demonstrating that you value a customer’s time. Too often, I witness my clients implement a new technology that should move the needles of metrics or costs, but they fail to produce the desired outcomes. I […]

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Jul 17 2017 YES, VOICE COMMUNICATION STILL HAS A PLACE

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Is voice communication dead? I was pondering that very question last week while sitting on the beach watching my kids texting and playing on Instagram with their friends, instead of frolicking in the waves. Yeah, sure, they would get up periodically to cool off in the surf; but they spent most of the time texting […]

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Jul 15 2017 THE VETERANS ADMINISTRATION IS STILL STRUGGLING WITH CUSTOMER SERVICE FUNDAMENTALS

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The Veterans Administration (VA) has come under much scrutiny over the past few months for poor customer service and long wait times for healthcare. At one point, the current Secretary of the Veterans Administration Robert McDonald compared the long wait times for veterans to the lines at a Disney amusement park: “What really counts is, how does the veteran […]

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