Does Your IVR Really Save You Money?

Does Your IVR Really Save You Money? As the original self-service tool, IVR technology has long been a cost savings mechanism. Unfortunately, many organizations today don’t realize that their antiquated IVR solution is actually driving up contact center costs because the options are so limited and the containment rate is so low. So, what can... Read More

5 Signs It’s Time to Upgrade Your IVR

Let’s face it, there are other technologies in the contact center that are more exciting than your IVR. But despite the rise of other communication channels, telephony remains “by far the largest inbound interaction channel,” according to ContactBabel. That being the case, it’s worth asking, “Is it time to upgrade the IVR?” Here are five... Read More

Want to build journey maps for your customers? Just follow their footsteps.

Customer journey mapping can be a useful tool for organizations as they implement an omnichannel approach to customer engagement. However, like the customer journeys themselves, mapping is a complex endeavor that involves data integration, data analytics, and data visualization—capabilities that can be found in an omnichannel customer engagement platform like USAN’s Metaphor Engage. A customer... Read More

Omnichannel: Balancing Cost and Control

Two of the most critical issues companies deal with when deciding on the right omnichannel solution are what it costs and how it’s controlled. The cost of installing and maintaining a sophisticated omnichannel operation is as low as it’s ever been, for three reasons: The cost of all the pieces of compute-network-store infrastructure becomes cheaper... Read More

Omnichannel KPIs – A New Focus

As contact centers evolve into omnichannel centers, they’ll need to establish and track new KPIs that accurately measure value and success. That means taking new approaches and establishing new metrics that map to omnichannel strategies and goals. Here are a few examples of each. New Approaches Qualitative as Well as Quantitative We’ve been primarily focused... Read More

Omnichannel in Action

The other day my errands turned into one omnichannel adventure after another. My experience offers three examples of how companies in three different industries improved my customer experience with their omnichannel solutions. Pick Up Prescriptions My first stop was my pharmacy. The pharmacy sent me a text telling me that a prescription had been automatically... Read More

Omnichannel Villains

There is a widely believed superstition that an omnichannel investment is expensive, complex and disruptive. Central to this myth are twin villains: the first is Rip and the second, Replace. Their shared mission: drive up omnichannel costs to the point where it’s an unjustifiable investment, with slow payback and weak ROI. Rip and Replace is... Read More

How to Show Customers Respect: The Gen X Edition

  How to Show Customers Respect: The Generation X Edition   Every customer wants respect and, of course, you want to give them that respect. The question is: How? What’s perceived as respectful by one generation may be perceived as an inconvenience by another. We’ve previously taken a look at how the values of Millennials... Read More

How to Show Customers Respect: The Millenial Edition

  When it comes to customer service, every generation wants to be shown respect. Obvious? Yes. Easy? No.   Respect means different things to different people. In order to show proper respect to your customers, you need to understand who they are and what they value. Here are five tips for showing Millennials respect that... Read More

How to Show Customers Respect: The Baby Boomer Edition

Regardless of who they are, everyone wants respect. That’s especially true when it comes to engaging with customer service. It’s also true that everyone perceives respect differently. While your customer service agents might mean well, their interactions with customers might not be coming through as intended. Here are five tips for showing respect to Baby... Read More

Aristotle Would Have Something to Say about IVRs

Ah the old Tabula Rasa. Which of us in the world of contact center automation doesn’t think daily about the Stoic school of ancient Greek philosophy whose idea of mind was one of a blank slate (more literally, an “erased slate”) upon which is written life experiences. You know. Like an IVR. In fact, I... Read More

It’s Time to Get Serious about Omni-Channel Part 1

Today, every business that interacts and transacts with their customers online is beginning to plan for omnichannel adoption—or making the move already. Now the technology is moving into mainstream adoption, and the options and opportunities expand. Read this article to discover the ins and outs of omni-channel adoption and keeping up with mobile and tech-savvy... Read More

Who Should Drive the Omnichannel Initiative: BP or IT?

Often, when moving to a new technology model—such as the omnichannel—a conflict can appear between IT and Business Process Management. We’re involved right now in a significant omnichannel initiative that’s found the right balance between the two. We share some of that story here. Read More

How to Sell Omni-Channel Internally

If you’re part of the vanguard that’s trying to bring your company into an omnichannel, we have a lot in common. We’re both involved with selling the idea. We have a secret to share with you—a way to break down the conflicting individual and organizational agendas that obstruct the effort. You have to control the... Read More