Call Center

guy with tablet in restaurant

The Next Iteration of Self-Service

Artificial Intelligence, Call Center, Customer Experience, Customer Service, Omnichannel, Self Service / By

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 »

woman connected to computers

People Don’t Mind Talking to Computers, Really

Call Center, Customer Experience, IVR, Self Service / By

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 »

woman-in-call-center

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

Call Center, Customer Experience, IVR, Technology / By

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 »

call center reps

5 Reasons You Need Mature And Stable Contact Center Technology

Call Center, Customer Experience, IVR, Security, Technology / By

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 »

phishing hook through login window

Make Your Call Center a No Phishing Zone, Please

Call Center, Security, Voice Biometrics / By

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 »

analytics

How to Not Ruin the Customer Experience with Automation

Call Center, Customer Experience, IVR, Self Service / By

Automated voice systems, such as IVR, handle more customer service transactions in call-heavy industries like financial services than agents, websites, or other communication channels. These systems are the first and most common point of contact for most of our customers. As such, they need to be useful, not frustrating, especially in sectors like the prepaid …

How to Not Ruin the Customer Experience with Automation Read More »

speech-rec-sm

Prevent Contact Center Fraud With Voice Biometrics

Call Center, Security, Speech Recognition, Technology, Voice Biometrics / By

Fraud is a Real Threat Fraud directly impacts a company’s finances and branding, not to mention customer loyalty. Yet fraud protection measures often increase operational costs and inconvenience customers. Most organizations dedicate significant resources to prevent fraud online, but this leaves few resources for call center security. A contributing factor to this is that companies …

Prevent Contact Center Fraud With Voice Biometrics Read More »