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The Holy Grail of getting the right answer, right away

Smartphones are now the majority of mobile phones in countries such as the United States, and at the end of 2011, nearly 15% of U.S. consumers went online using a tablet, according to eMarketer . By 2014, more than one in three online consumers will use...

Published 02-09-2012 9:53 PM by Andrea_Mocherman

Filed under: customer experience, customer service, customer care, customer satisfaction, cross-channel, multichannel, cloud, mobile, prodigy, mobile search

Consumers Willingly use Multiple Channels to Interact with a Company - Does your Cross Channel Experience Stack Up?

Since the emergence of multi-channel self-service, there is a growing disconnect between the typical strategy employed in telephone self-service design and what many customers actually need. This blog details the results of a survey that Nuance commissioned...

Published 10-24-2011 1:27 PM by Andrea_Mocherman

Filed under: customer experience, banking, Self Service, customer service, multichannel

Applying the Principles of Game Mechanics to put the “Fun” Back into your IVR

The words “fun” and “IVR” aren’t typically used in the same sentence. But thanks to the concept of game mechanics they just might be more often. In this interview, Eduardo Olvera, Senior UI Designer at Nuance, discusses why...

Published 10-10-2011 10:40 PM by Andrea_Mocherman

Filed under: customer experience, contact center, customer service, personalization, IVR, Gameification

Part 2: What Can Phone Self-Service Learn from the Evolution of the ATM?

This is the second installment of Dena Skrbina's post on how consumers, having been conditioned by the ATM experience, are expecting an increasingly high level of sophistication from phone self-service. Advancements in speech recognition have made...

Published 06-08-2010 11:30 AM by Sara Kiriakos

Filed under: customer experience, customer service representative, contact center, Self Service, speech automation, customer loyalty, customer service

Part 1: What Can Phone Self-Service Learn from the Evolution of the ATM?

Dena Skrbina our Senior Director of Solutions Marketing wrote this great commentary on how consumers, having been conditioned by the ATM experience, are expecting an increasingly high level of sophistication from phone self-service. With 2 million ATMs...

Published 05-26-2010 11:14 AM by Sara Kiriakos

Filed under: customer experience, contact center, Self Service, speech automation, customer service

I LUV My Peanut Fares, but I Adore My Wifi in the Air…Airlines and Experience vs. Experience

Most likely you’ve flown Southwest Air, and if you anything like me, I LUV them because of price and convenience of scheduling on flights under 500 miles. I like Southwest, and indeed sometimes I love them because the get me home on nights when...

Published 04-08-2010 4:23 PM by Ilene Kaminsky

Filed under: customer experience, benchmarking , customer service representative, contact center, customer loyalty, misdirects, customer service, outbound customer care: speech automation, customer care, customer satisfaction, IVR, cross-channel, multimodal, multichannel

Livin' on a Prayer

Oh, we're half-way there Oh, oh, livin' on a prayer Take my hand; we'll make it I swear Oh, oh, livin' on a prayer - Bon Jovi No, I'm not reminiscing about my junior prom. This Bon Jovi song came up in conversation at work today, as...

Published 09-08-2009 10:02 AM by Rebecca

Filed under: customer experience, mobile phones, customer service

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