Mar 20 2017 5 Best Practices For Implementing A Perfect IVR
The Interactive Voice Response (IVR) systems of the past were simple. They played announcements, greeted your customers and routed callers to available agents. Today, IVR systems fill the much more important role of transforming companies into constantly accessible businesses with a singular goal of addressing customers’ needs quickly and effortlessly. That means your IVR needs to provide a more natural and effortless self-service experience […]
Read MoreMar 16 2017 How Proactive Notification Solutions Can Go Horribly Wrong
I have spent my entire professional career working with companies on the effective use of technology, and I still believe that any IT solution can provide a company with a competitive advantage. Because of this belief, I want to correct the misconception of some (not all!) business decision-makers that silos IT solutions as a “necessary evil” expense item over time, rather than […]
Read MoreMar 08 2017 Here’s How You Screw Up Proactive Customer Engagement
I wish I could buy a cup of coffee in the morning, a drink at happy hour or lunch at Panera Bread with every customer service leader on the front lines to talk about customer engagement. Could that be you? If so, I’d like to think that by the end of that meeting you would feel compelled to buy […]
Read MoreMar 03 2017 3 Reasons To Move Your Contact Center To The Cloud
What would you say if I were to ask you, “What is the goal of your contact center?” Hopefully it’s something along the lines of helping people solve their problems in a way that is as efficient and painless as possible. (If not, well… that’s a whole different issue.) It’s a very “warm and fuzzy” human pursuit, but if […]
Read MoreFeb 28 2017 Need A Lesson In Reducing Customer Effort? Look No Further Than Panera Bread
Before I try to convince you to look at Panera Bread as a shining example of how to make the lives of your customers easier, let’s address the elephant in the room. I am not a bread bowl-wielding stock owner trying to subliminally push you toward enjoying all of your meals at Panera Bread. Nor is Panera Bread […]
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