Blog

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

By:

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 […]

Read More

Sep 16 2017 MIND THE (PERCEPTION) GAP: WHAT YOU THINK OF YOUR SERVICE VS. WHAT YOUR CUSTOMERS THINK

By:

I want to start this by asking to you to take a moment and genuinely reflect on the service you provide and answer this question: Are you delivering a superior experience to your customers? If you answered yes, I’m glad to hear of the confidence you have in your technology and your agents. However, there’s a […]

Read More

Sep 13 2017 CUSTOMER SERVICE SECRET SAUCE: GUIDING CUSTOMERS

By:

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 […]

Read More

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

By:

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 […]

Read More

Jul 27 2017 TEXTING HAS BECOME THE CHANNEL OF CHOICE

By:

We all read the statistics – we might even question their validity – but study after study after study continues to repeat the concept that the world has gone mobile. I recently conducted a personal study and attempted to engage 25 utilities in a mobile self-service test. I found the customer care number and via text sent each company the […]

Read More