Among contact center managers, there is a notion the culture of mobile technology is exclusive to the millennial generation. After all, millennials are the people you see texting all the time and talking about the latest mobile apps. The older generation prefers to get in touch via a voice channel and interact with a real […]
Read MoreTraditional 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 […]
Read MoreI 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 – […]
Read MoreThink about the last time you had to make a call to customer service. “Please listen carefully, as our options have recently changed,” the voice tells you. You make your initial selection, thinking you’ll be taken where you need to go – but wait, you pick another option. Then another. And another. It’s an all […]
Read MoreI have a question: Why don’t more companies recognize me when I call? Identification is the first key to a successful interaction. Yet, I keep getting asked the same thing every time I call in: “Can I get your account number?” I rarely remember my account number, so this process is inevitably painful and time-consuming. […]
Read More