Four Steps to Getting Customers to Love Self-Service
I had the opportunity to assist my customer, a nationwide cellular company, in moving its subscribership from mostly assisted service to self-service via it IVR systems. As many of you know,...
View ArticleFive Simple IVR Best Practices That Work
There are some poor IVR systems out there, as you know. Yet there are many good ones, too; they just don’t get talked about that much. What makes a good IVR system? Of course, there’s a lot more to the...
View ArticleEmpowering Your Agents
As organizations continue to find new and innovative ways to use technology in their contact centers to reduce costs, oftentimes we are too reliant on what consultants and the outside world is saying....
View ArticleFive Tips for Evaluating Your Customer Engagement Solutions
As customer engagement expectations continue to evolve, it is important to continuously analyze and improve the contact center solutions and technology you have deployed for your customers. Here are...
View ArticleThe Joys of Travel
Travel seemed so glamorous when I first started working. The chance to leave town for a couple of days, see a client or two and enjoy the time away from the office. “And wouldn’t international travel...
View ArticleIs Your IVR Like a Traffic Jam?
Have you ever seen the movie Office Space? Perhaps a better question is who hasn’t seen Office Space? I have seen the movie well over a dozen times, and each time I watch it I laugh because many of the...
View ArticleOne Size Does Not Fit All, Especially When It Comes to Customer Care
If you’ve ever wedged yourself into a seat on a tiny regional plane you know that one size does not fit all. We know this. But when you call into an IVR you get one treatment — regardless of what...
View ArticleUsing Predictive Analytics to Prevent Agent Attrition in Your Call Center
A perpetual obstacle for any call center manager is the revolving door of agent attrition. Each lost employee represents recruitment and training dollars flying out your front door. If only there was...
View ArticleTalk to Me Goose
1986 was the year the cinematic classic “Top Gun” came out on the big screen. It’s also happens to be the year West Corporation was founded. Even though it was a fascinating time for technology, not...
View ArticleEven Enterprises Have Accidental Contact Centers
Contemporary contact centers are pushed to not only touch several channels, but maintain, optimize and personalize them. Fortunately, we have ways of exploring what your customers see to help confront...
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