Sep 25 2016 IVR – Take III – Will You Get It Right This Time?
Next Generation IVR Self-Service We all know that self-service will continue a migration to the mobile and social channels as smartphones, technology, and the millennial generation push the change. However, the phone channel will not disappear in the coming decades, as customers continue to utilize the infamous IVR and speak to agents in your contact […]
Read MoreJul 08 2016 Interactive Text Response (ITR)
Leverage Customer Migration to Mobile The contact center industry contains about a quarter of a million acronyms. If you have been working in the space, you are likely tired of reading, talking, and hearing about IVR, ACD, WFM, CTI, and endless other three letter acronyms. That said we have a new three letter technology gaining […]
Read MoreMar 19 2016 Driving Return On Investment From Support Services
Traditional Support Services Fail to Add Value We all have maintenance agreements with our vendors, and when we signed the contract the table listing the response time is likely the only service level agreement that we review. The hardware, software, and solutions from your vendors that support your contact center agents and self-service channels act […]
Read MoreMar 10 2016 It’s The Application Stupid
In the 1990s, Bill Clinton’s Presidential campaign coined the tagline”It’s the economy, stupid”. That phrase continues to influence the political scene two decades later. The premise, which links the success of a President to the performance of the economy, has applicability to commercial contact centers. In the never-ending debate on ranking technology vendors, whether it […]
Read MoreMar 03 2016 Customer Engagement: Contact Your Customers Before They Contact You
Customers Ask That You ‘Engage Me’ A proactive customer engagement strategy provides an opportunity to increase the efficiency of the contact center, improve customer retention and loyalty, and contribute to revenue growth. When measuring the effectiveness of a company’s overall customer service, you need to ask to what degree do you “contact your customer before […]
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