March 2009 - Nuance Enterprise Connect Blog

Life in the Fast Lane: If the TSA Can Do It, Why Can't a Call Center?

After seeing this Wall Street Journal review , I recently acquired Emily Yellin's new book, Your Call Is (Not That) Important to Us . As someone with a voice user interface design background, I'd be thrilled if anyone responsible for call center...

Published 03-30-2009 12:21 PM by Rebecca

Filed under: customer experience, self-service, VUI

What is the "World Class Standard" for wait time for banking customers in a queue when they wish to speak with customer support?

We recently received the following question through our "Ask The Experts" form: The issue around queue wait times continues to be a pressing issue for many companies within your industry. Although there is no "World Class Standard"...

Published 03-19-2009 2:57 PM by Anonymous

Filed under: benchmarking , banking, Average Speed of Answer, wait time standards, ASA

Time is Money – The Value of “In-Year” Benefits

You may find your corporate bean counters getting a bit more focused on demonstrating the value of every investment given the current economic conditions. When we do a consulting analysis for a customer, we typically present a section on what the benefits...

Published 03-16-2009 11:49 AM by Tom Hicks

Filed under: deployment strategies, IVR investment, in-year savings

Is Your Contact Center an Inviting “Front Porch” for Customers, or a Snarling, Frothy-Mouthed Rottweiler?

Contact Centers are interesting entities within a business, as a group they are even viewed as an industry of their own. Some are strictly a cost center, some generate revenue. Some provide agents with the latest technologies at their fingertips, while...

Published 03-12-2009 1:43 PM by Donald Davis

Filed under: customer experience, IVR assessment, analysis

In Tough Economic Times, Shouldn’t Companies Care More for Their Customers?

Last weekend, my cable went out. That's right. No TV at all. I didn't panic, I just asked my (very patient) husband to call our cable company while I entertained the kids. This was the beginning of the worst customer service experience either...

Published 03-09-2009 1:33 PM by Christy Murfitt

Filed under: CSRs, customer service representative

What Technology Do Your Kids Find Amusing?

If you can remember using 45s, LPs and 8-tracks, you must be at least middle-aged. Today's kids have never used these audio relics -- they live in a world of CDs and mp3-players. And ask a teenager why we "dial" our phones. They'll probably...

Published 03-09-2009 10:20 AM by Lauren Hodgson

IVR Branding: The Strange Case of the Rude Toaster

For my post today, someone suggested I write about branding the IVR. This is something I frequently talk to customers about, often under the umbrella of our Voice Identity Program. When I refer to branding, I'm talking about the goal of deliberately...

Published 03-03-2009 3:26 PM by Rebecca

Filed under: IVR branding, voice identity program

Our Newly Acquired Customers Have Alphanumeric Account Numbers, But Our IVR Only Supports Numeric. What Should We Do?

We recently received the following question through our "Ask The Experts" form: We acquired a company a few months back and plan to continue a very strong acquisition path over the next year. The challenge we have is that now we have a mix of...

Published 03-02-2009 10:07 AM by Anonymous

Filed under: IVR migration, Voice XML, self-service

March 2009 - Nuance Enterprise Connect Blog

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