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May 2009 - Nuance Enterprise Connect Blog
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Speech Self-Service: Which Tasks Do I Do First? (Part 1)
Okay, you’ve done the initial analysis and determined that there is an opportunity to reduce your costs AND delight your customers by providing them additional self-service capabilities. Callers like it since they can reduce their wait time for...
Published
05-21-2009 10:42 AM
by
Tom Hicks
Filed under:
contact center
,
Self Service
,
speech automation
Got Analytics? 3 Key Things to Remember.
I often hear from customers running IVRs and call centers that they want "analytics." They already know they need "analytics," and they often ask about a specific analytics tool that they've just heard a sales pitch about. And...
Published
05-14-2009 1:50 PM
by
Lauren Hodgson
Filed under:
analytics
How Do I Reduce Average Handle Time (AHT)? And, Who Is John Galt?
This question -- asked by an attendee during one of our recent Webcasts -- is a good one, much like "How do I lose weight?" or "What is the best way to get to Las Vegas?" or the ever enduring "Who is John Galt?" (more on...
Published
05-05-2009 2:33 PM
by
Donald Davis
Filed under:
customer experience
,
average handle time
,
AHT
