Bartleby Monster

man on phone and computer

Surveys: The PR Nightmare Vaccine

When thinking of surveys, it’s important to remember what they actually are: data. Surveys yield data that helps us make informed decisions on just about everything these days. Certainly, politicians don’t make a move without them. And companies use them to guide their customer service. Customer service PR nightmares are cautionary tales for the rest …

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guy with tablet in restaurant

The Next Iteration of Self-Service

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 …

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woman connected to computers

People Don’t Mind Talking to Computers, Really

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 …

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her

Samsung, Nuance and the Future of Speech Rec

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. …

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woman-in-call-center

Don’t Use Old Techniques with Your New Call Center Technology

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. …

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man on phone

3 Studies Showing Why You Shouldn’t Put Customers on Hold

Let’s face it: no one likes being put on hold. It should be a red flag when using hold becomes part of the natural rhythm of a companies agents. Overuse of the hold function can indicate knowledge or training gaps in your agents. These can produce operational inefficiencies.Why shouldn’t you put your customers on hold? Because …

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call center reps

5 Reasons You Need Mature And Stable Contact Center Technology

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 …

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tech vendor

3 Reasons Why Your Technology Vendor Is as Important as the Technology

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 …

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