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IVR, Agents & Business Rules = Customer Satisfaction
During internal meetings last week, we got side-tracked on the subject of “the customer satisfaction silver bullet.” As we all know, there is no such silver bullet. A lot of folks talk like they have the only answer. But at the end of the day, it takes a great deal of coordination, information and determination to manage and improve the technology, people and processes that influence customer satisfaction. Read More...
What’s on Your Roadmap this Week?
Just for fun, I thought it might be interesting to talk about some of the exciting trends we’re seeing in the industry. If you work for a company that owns, supports, services or sells to contact centers, you no doubt have a similar list of your own. You’ve probably got a roadmap that identifies the trends appropriate to your market and how you can best leverage and evolve your product or service to meet tomorrow’s customer requirements. Read More...
Monitoring! Monitoring! Monitoring!
Whenever we start talking about our remote availability and performance monitoring services (HeartBeat™), like I did just a few weeks ago during a monitoring webinar, there is invariably a little confusion at the outset about the differences between remote availability and performance monitoring, call recording/agent quality monitoring, and voice quality monitoring. So I thought it might be helpful and interesting to define these different monitoring methods in a blog post. And I promise to try to do it without talking like an engineer (too much). So here goes… Read More...
Where does customer experience start and end?
The folks here at IQ Services live in a world of contact centers, communications technologies and business solutions. When we think about customer experience, our brains jump to images of the good but harried people who install contact center solutions and our desire to make them more successful. Visions of IVR performance spreadsheets, speech analytics dashboards, agent training programs and more dance in our heads. We don't often think about marketing. It isn't natural for this Midwest company to think that anything beyond hard work and good customer service matters much. Many of us were raised to believe that you don't talk about your good work...you just do it...you just make the customer happy. We forget or don't recognize that good customer service and good customer experiences start with the trust a company's brand holds. We forget that a brand is a promise and that a good customer experience means our customers liked the promise and we delivered on it. Read More...
What you don't know WILL hurt you!
Why do contact center managers test their systems?
- So they don’t get fired when it all goes sideways 23 minutes into peak busy hour?
- So their customers won’t be inconvenienced when they use that new self-service, speech reco- enabled, web services-fed hosted IP voice portal
- So their customers won’t be frustrated when they opt-out and get CTI-MPLS-transferred to Krissy in Bangalore or dropped?
- Maybe all of the above?…
Everyone knows a well-crafted contact center solution is a thing of beauty. But it is also complex -- a best-in-class hybrid implementation. Kind of like Monster Trucks – designed to perform spectacular feats in a really cool way but most importantly to get the crowd to say “WOW! That was awesome! Let’s do it again!” Making sure the “Wow!” is really there is a big part of contact center planning these days. Read more...
Hosted IVR: Letting Go Is Hard to Do
It seems so logical. IVR and other communications technologies evolve all the time. Each new advancement offers cost savings, efficiency and/or end-user benefits that can’t be ignored. And hosted IVR providers allow businesses to take advantage of these advancements without huge upfront investments. Read More...
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