Tag Archives: contact centers

Secret Agents Doubling as Virtual Assistants

Humans continue to be more intelligent than machines Speech recognition is continually improving. Note the functionality that Google Now and Apple Siri provide from devices that are notably difficult to interact with using text.  However, has it really changed much in the contact center? Sure, a few large corporations have implemented natural language understanding or “conversational” IVR apps using traditional speech recognition. The seven-digit cost, covering the cost of the software and ongoing very expensive tuning behind these apps precludes anyone but the largest organizations from deploying these solutions. However, even for well-designed apps, the current state of ASR still limits the ability to expand … …more

Caller Experience – To Improve, Use Emotion or Data?

A topic frequently discussed in Customer Experience (CX) circles is whether emotion is given enough significance in assessing current state and designing future state experiences. Dependent on the situation, it seems that either emotion or data is given a preponderance of importance.  There are a myriad of reasons for out of balance CX assessments and designs.  Drivers for out of balance approaches include, but are not limited to: CX professionals’ personalities, clients’ personalities,  clients’ industries, channels addressed, and other factors. The reality is that to properly address customer experience in contact centers, a balanced approach will produce the best outcome. VoxPeritus uses a two phased approach … …more

Enough With the Excuses, Just Fix It!

In our last post, we discussed why companies should first fix their current channels before rushing into providing customer service via social media. Internet sites have been up for over fifteen years for most companies, yet even the best sites are not integrated with the company’s voice channel, thereby increasing customer effort to receive service that the site could not provide. Here is the typical scenario, and I experience it weekly: Attempt to self serve on the website, and fail for any number of reasons Call company support (and aren’t many companies sneaky about making it difficult to find their phone number?) Drop into an … …more

Forward to the Past, Instead of Back to the Future?

    It seems that everywhere I turn these days, Customer Experience professionals are touting something “NEW!”  Yet as I read their perspectives in blogs, social media websites like LinkedIn or as teasers to webinars, I find myself scratching my head and wondering what is truly new? Social Media Let me get the one point out of the way that arguably could be considered new, but truly isn’t: (Said in a breathless manner) “social media!”  Sure enough, ten years ago there was no Twitter nor Facebook. But there were chats, emails and bulletin boards. Any service delivery organization that is concerned that many customers are … …more

The Case for Continuous Monitoring

One of the metrics we capture and report on for our clients is the first thing a caller hears (or doesn’t) when they initially contact our client’s organization via phone. We give a very small positive measure if the client answers the call, and a large negative if they don’t. It is an expectation that every call to an organization should be answered, so the fact that your organization answers your phones is a small positive. If your organization doesn’t answer your phones, then your callers’ experiences are poor, and our caller experience metrics reflect that. Many people have asked me if we truly experience … …more

Spring-Cleaning or a New House? VUI Designers Can Help

How to sort out requirements for outsourcing your IVR IVR plays an important role in caller experience, but is just one segment of call treatments. Furthermore, the focus of the article was to prompt organizations to engage top quality VUI designers, rather than continue down their current path of “patching and fixing bit by bit.” The publication’s focus on speech recognition did not permit discussing total caller experience, and why VUI designers are just one of many important facets of improving caller experience. We will follow up here to discuss the bigger picture over the coming months. So stop back to discuss the many points … …more