The Hybrid Customer Contact Center

In the last post, I talked about the Big Buckets. One bucket holds transactional (self-service) events. One contains interactional (live-agent) events. And the third is home to the hybrids: events that are both transactional and interactional. That third bucket—let’s call it the blended bucket—could soon be the biggest bucket as more and more companies adopt... Read More

The First Step in Planning Your Self-Service Investment

The First Step in Planning Your Self-Service Investment Planning your self-service investments means making decisions across multiple disciplines. USAN, in association with ContactBabel, has just published a nearly 200-page report on that topic—50 charts deep, covering all the critical topics that make up today’s self-service investment strategy. Those topics include transitioning to self-service, evaluating ROI,... 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

Agent or IVR. They’re Very Much the Same

The other day I read an article called Top 10 Customer Experience Trends For 2016-17 by Brian Cantor. You can read it here. It has nothing to do with IVR. It’s about live-agent contact centers, and ways to improve the experience for the customer. Useful, pragmatic ideas. Here are some of the main points. •... Read More

The Fastest Way to Lose Wait

In the past couple of posts I’ve talked about the importance of not allowing your IVR to stand in the way when your caller zeros out to reach an agent. But you face another issue that stands between call handoff and customer satisfaction: the wait. Here’s where your IVR comes back into play. Even though... Read More

No Doubt About IVR in the Cloud

Within our IVR community, there are still doubts and misgivings about the Cloud. People worry about its reliability and performance, the loss of control, the quality and security of their system. They worry about all these things. But they shouldn’t. Read More

IVR and the Freedom to Speak

The changing nature of how customers interact with you makes employing speech technology for your IVR more important all the time. The touchpad is become increasingly awkward. The good news is: there are different levels of IVR speech—so you’ll be able to pick the functionality that fits your customers’ needs and your budget. Read More

WFM Vacation: Put Lifecycle Scheduling in Place and Relax

Self service flexible scheduling—lifestyle scheduling—lets you help your agents blend their personal and professional lives. It opens the door to flexible shift scheduling, vacation planning, shift swapping and overtime management. That’s not possible with manual scheduling—too much drain on your managers. But it’s easy with the right WFM. Read More

Extreme Engagement: USAN and ICMI Study Omni-Channel Service

What percentage of contact centers has a customer experience program? How will omni-channel impact live agent interaction? How will it impact first call resolution? These questions, and nearly 60 others, were explored by ICMI in a 30-page, USAN sponsored research report titled Extreme Engagement in the Multi-channel Contact Center. Learn more about it, and download... Read More

Customer Self Service: The Future is Now

Gearing customer service towards the next generation of customers has given some businesses a head start on tomorrow's marketplace. This doesn't mean that businesses are to forget about today's market and current customers. But the ability to anticipate what customers are going to want tomorrow gives businesses an edge on the competition. So what does... Read More

Inspire Loyalty and Save Money with Great Customer Self Service

The internet, interactive voice response (IVR) systems and mobile apps have made self service a more efficient and cost effective option for many companies. Consider this. On average, it only costs a company $1 when a customer self serves as opposed to $10 for email service and $33 for a service phone call. That is... Read More

4 Requirements for Customer Self-Service Technology

Customer self-service capabilities provide your customers with the ability to get immediate service on their own, 24 hours a day, without picking up the phone. This has a direct effect on customer satisfaction and loyalty. However, one of the toughest challenges small to medium-sized businesses (SMBs) face is convincing the guy with the checkbook to... Read More

Customer Self Service – All the Right Options

Today's customers have more technology available to them than ever before and expect to be able to access information quickly. This is why more and more businesses are turning to customer self service portals and why more and more customers are coming to expect a self-service option. Read More