Originally published November 2, 2010

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.  

Some services and methods help clients optimize the performance of technologies that support customer interactions like IVR and CTI.  Some services capture the voice or opinion of real customers after using IVR and other contact center solutions (e.g., CallerBeat™ Real-Time Customer Experience Interviews).  But somewhere in all the data provided via remote monitoring, internal measurements, analytics, customer surveys and more, companies find meaningful indicators about how to best manage technology, people and process in way that optimizes customer satisfaction.  Does that mean every customer is 100% satisfied after every interaction?  Absolutely not.  But just because we can’t achieve the goal, doesn’t mean we should stop trying.

And no matter how we come at the issue, there’s always another meaningful perspective and source of actionable data.  

Do you have any questions or comments about this blog? We would love to hear from you! Please send us an email!

Marla Geary

http://www.iq-services.com/
6601 Lyndale Ave South, #330
Minneapolis, MN 55423

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