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IVR


Bad IVR's

Thursday January 20th 2011 11am Rated 3 2 Comments Technology IVR Customer Expectations Customer Service Management
The 1976 film, "Network" gave us the phrase "I’m as mad as hell, and I’m not going to take this anymore." Well that's how I feel about the folks that have given us IVR systems with more options than a human has fingers! What rational human being could possibly authorize the release of an IVR with ten options?
Community

Post-call IVR Surveying: Analytics Famine to Feast

Monday February 11th 8am Rated 1 1 Comment Agent Analytics Continuous Improvement Quality IVR VOC Change Management Benchmarking
We all talk about low-hanging fruit. But what happens when the fruit hangs on the tree too long? Some organizations are having a juicy voice of the customer feast with their post-call IVR surveying programs and obtaining analytics on company, contact center, and agent performance. Unfortunately, most have low-hanging fruit that is just rotting on the tree, causing starvation and an odiferous environment. You can avoid a famine and have a feast on low-hanging fruit if you avoid three common post-call IVR surveying mistakes.
Community

IVR Black Hole / Consumer Reports and the Contact Center…

Tuesday December 14th 2010 1pm Rated 1 1 Comment Call Handling Customer Service IVR Continuous Improvement Technology Retention
Remember your customers when you program prompts! Contact Centers are responsible for the best and worst Consumer Reports rankings...
Community

Business & IT Collaboration: IT‘s View

Monday August 23rd 2010 2pm Rated 1 1 Comment Technology Optimization Lifecycle Collaboration CRM Implementation IVR Performance SLA Support Contact People
It’s like falling in love again: How to renew positive relationships with contact center technology and those who deliver it.
Community

Testing IVR at the Top of the Stack

Monday December 27th 2010 1pm Rated 2 0 Comments IVR Community News Inbound
How and when to stay on top of the caller perspective.
Community

Solving the Top Five Pet Peeves of IVR Callers

Monday April 16th 2012 11am Rated 1 0 Comments Customer Expectations IVR
With 20 years of face-to-face interactions with thousands of real callers to real automated phone systems, in our IVR Usability Tests and IVR Focus Groups, we have empirical proof that this statement is true. Callers act with impeccable logic – even when that flies in the face of expensive technology that was supposed to provide for “better and faster” service for your callers and operationally efficient, self-service optimized call paths to help your call center’s bottom line.

Technology Trends, Where is The Contact Center Going?

Tuesday January 18th 2011 11am Rated 1 0 Comments IVR Social Media Management Trending Technology Tools
Rich Hand interviews Graham Allen, Director of Product Development & Strategy at Convergys. Graham shares interesting insights of where the future of technology is taking the contact center.
Community

Just a Thought on Interactive Voice Response and the Customer…

Thursday October 28th 2010 10am Rated 1 0 Comments Customer Expectations Cost Measures Technology IVR
IVR can be a very effective way to improve your customer’s experience or a very effective way of frustrating your customer to consider alternatives...
Community

Sales: Technology is the Great Enabler

Thursday August 26th 2010 12pm Rated 1 0 Comments Cross selling Upselling Knowledge Management Technology Relationship Manangement ACD Agent CRM Customer IVR Reporting Sales Staffing Training Workforce Quality Contact Learning
Technology plays a critical role in cross-sell/upsell success. A look at the tools that support every step of the service-sales initiative.

The Myths and Realities of First-Call Resolution

Monday August 23rd 2010 1pm Rated 1 0 Comments Metrics Performance First Call Resolution Improvement Agent Customer IVR Management Contact
FCR is a widely misunderstood metric. But if measured appropriately against previous performance, it can drive positive business results.

Don’t Let Budget Cuts Damage the Customer Experience

Monday August 23rd 2010 11am Rated 1 0 Comments Quality Training Models Staffing Agent Budget Customer Employee Experience IVR Supervisor Turnover Contact
How can you compromise without sacrificing quality? Ideas to ensure that your contact center keeps delivering on the brand promise.

Measuring Customer Handle Time: Introducing ACTI

Monday August 23rd 2010 9am Rated 1 0 Comments Call Handling Metrics Measurement ACD Customer Experience IVR Management Manager Quality Contact People
Introducing ACTI — a new metric that aligns service quality and efficient delivery for a lasting impact on customer loyalty and costs.
Community

Hate the Game, Not the Player: IVR vs the Customer

Thursday November 11th 2010 4pm Rated 0 0 Comments IVR
Article provided by Customer Management IQ: http://www.customermanagementiq.com/

Self Service that Works

Monday August 30th 2010 10am Rated 0 0 Comments Self Help Self Service IVR Strategy
Make self-service the preferred channel. Develop appealing, service-oriented options to increase customer acceptance and satisfaction.
Community

Top Ten Technology Implementation Tips

Wednesday August 25th 2010 8pm Rated 0 0 Comments Technology Project Management ACD Change Management Implementation IVR Management Manager Training Vendors Contact Operations
Rolling out new technology in your center? Commit the proper resources and time during the implementation phase to ensure that your investment achieves the right results.
Community

Getting the Most Out of a Vendor/Distributor Relationship

Wednesday August 25th 2010 2pm Rated 0 0 Comments Vendors ACD CRM Experience Implementation IVR Support Contact
Are you in a healthy relationship with your vendor? It takes hard work, effective communication and setting appropriate expectations to be successful.
Community

Text-Based Technology

Wednesday August 25th 2010 2pm Rated 0 0 Comments Chat Instant Message Technology ACD Agent CRM Customer IVR Performance Strategy Support Vendors Workforce Contact
Combine strategy, technology and operational integration for text chat success.
Community

Customer Service in 2013 and Beyond

Wednesday August 25th 2010 1pm Rated 0 0 Comments Remote Virtualization Multi Channel Analytics Agent Customer Customer Service IVR Models Staffing Supervisor Workforce Contact Process
What customer service challenges will the next generation of digital consumers bring, and how will businesses need to adapt? A glimpse into the future of customer service.
Community

Technology-Enabled Service Excellence

Wednesday August 25th 2010 11am Rated 0 0 Comments Quality IVR Tools Agent Communication CRM Customer Email KPI Reporting Technology Contact Improvement Learning
Take a tour of high performance tools that can put you on the path to consistent service excellence.
Community

Comcast Digital Care

Tuesday August 24th 2010 3pm Rated 0 0 Comments Social Media Customer Customer Service IVR Performance Satisfaction Team Contact People Call Volume
Are call centers ready for social media? Comcast thinks so. A look at how the cable giant uses social media to engage customers.
Community
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