No one likes waiting on hold, especially for mundane tasks like checking an account balance. Here’s a SlideShare deck with five ways to avoid putting customers on hold, ever.
Slideshare: Eliminate Call Queues & Never Put Customers On Hold Read More »
Once we acknowledge that the measurable, objective job might be taken by an app, we have to make service dramatically better than self-service, or else this job is gone. —Seth Godin Humans replaced by machines. This is the future sci-fi movies have been both hoping for and warning us about for decades now. It’s closer
The Next Iteration of Self-Service Read More »
Peter Theis, ‘father of the automated switchboard’ and Public Enemy Number 1 for everyone who dislikes automated phone systems, talking with the LA Times: I’m the guy who did it, yeah. I am ultimately to blame. I’m Dr. Frankenstein…When I invented it, I knew this would be huge. My goal was to improve the efficiency
People Don’t Mind Talking to Computers, Really Read More »
Have you ever been at a restaurant and had the server ask you this as you’re finishing your meal? If you’ve enjoyed your service today, would you mind filling out this customer feedback form? If you’ve enjoyed your service…? (Cue the needle sliding off the record.) Empathy for servers wanting good feedback aside, this is
3 Customer Feedback Best Practices to Follow Read More »
Nuance is the company behind Siri and speech-recognition technology in any number of applications in the marketplace. If you’ve spoken with a digital assistant or automated voice system lately, chances are you’ve interacted with Nuance technology. As well as Apple, the company counts Samsung among its customers, along with a large crop of service providers.
Samsung, Nuance and the Future of Speech Rec Read More »
Recently, a company of which I’m a customer revamped their call center technology, but instead of leveraging new features to create a better caller experience, they made it worse. All of a sudden, their system doesn’t remember my personal data and call history like it used to, and, therefore, doesn’t predict why I’m calling anymore.
Don’t Use Old Techniques with Your New Call Center Technology Read More »
The consequences of a buggy automated call center are all to familiar: frustrated customers and system engineers spending too much time squashing bugs and getting the system to work correctly. If the system doesn’t function well then it’s not much good to customers in the first place. In an odd twist of irony, newer systems
5 Reasons You Need Mature And Stable Contact Center Technology Read More »
It can take months to find and purchase a business technology. We spend hours and hours comparing technologies and vendors. And although price often trumps many of our concerns, that doesn’t diminish their importance. Here are three key things to keep in the forefront of our minds when choosing a technology vendor: 1 Industry Expertise
3 Reasons Why Your Technology Vendor Is as Important as the Technology Read More »
There are a few ways to pay with a credit card. They’re all vulnerable to attack from industrious criminals, but some are more vulnerable than others… Point-of-Sale (POS) Terminal The Process: You hand your card to an employee, who swipes it at the POS terminal. After encryption, your credit card information goes over the phones
What’s the Safest Way to Pay By Credit Card? Read More »
Call centers are susceptible to fraud partly because of their helpful nature. The systems and agents we use in our call centers are there to help our customers, to make it easier for them to find information. Unfortunately, that plays right into the hands of fraudsters. While companies focus massive security efforts to prevent online
Make Your Call Center a No Phishing Zone, Please Read More »
