Insight from the Customer Experience Experts

When Touchtone Automation Isn’t Good Enough

Today thousands of contact centers are saving even more money by increasing call automation and they continue to keep their customers happy. What's their secret? They have designed their automation system around their customers' needs. Overwhelmingly...

Published 10-14-2009 1:43 PM by Jeff Foley

Filed under: self-service, touchtone, automation

Man vs. Machine: How do people prefer to get customer service?

Companies worldwide will spend more than $100 billion in customer care in 2009. Despite the significant investment companies are making, consumer satisfaction rates for customer care are extremely low. When it comes to self-service options by phone, a...

Published 10-08-2009 3:35 PM by Nuance Expert TIPS

Filed under: customer experience, self-service, mobile phones, mobile care

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 1:02 PM by Rebecca

Filed under: customer experience, mobile phones, customer service

The End of Passwords and PINs: Could Your Voice be the “Spoken Token?”

Imagine you're paying for a purchase with your credit card over the phone through an automated system - how can a "machine" tell if it's really you calling, rather than someone who just stole your wallet? Consumers reported fraud losses...

Published 09-03-2009 1:06 PM by Nuance Expert TIPS

Filed under: voice biometrics, voice authentication, biometrics

Why the Speech Team Hates Business Rule Transfers

Business rule transfers; you know what they are. You have a caller coming into the IVR, making a good faith attempt to self serve, then Wham... they get told "please hold while I forward your call to ..." People building speech-enabled applications...

Published 08-04-2009 10:21 AM by Tom Hicks

Filed under: customer experience, contact center, Self Service, speech automation, business rule transfers, misdirects, call transfers

True Stories of “WOW”: Customer Experience @ Zappos.com

True Stories of "WOW": Customer Experience @ Zappos.com - In preparation for an in-depth analysis of Customer Experience and its connection to customer loyalty and satisfaction, the Nuance Creative Services team decided to take a look at online-based or "non-brick and mortar" companies for best practices. What we found in this true story, are best practices and creative options that can raise the "WOW" factor of your customers' experiences.

...

Published 07-30-2009 1:08 AM by Ilene Kaminsky

Filed under: customer experience, blog, CSRs, IVR branding, customer service representative, analysis, contact center, Self Service, strategic planning, corporate social media, Zappos.com, customer loyalty

Key Tips for Evaluating Analytics Packages (and, Why an “Easy Does It” Approach is Best)

Analytics are a key tool to help drive improvements in your phone channel - ultimately leading to lower costs, fewer calls to agents, a more "friendly" IVR that callers are happy using, and event helping to effectively measure customer satisfaction...

Published 07-28-2009 2:52 PM by Lauren Hodgson

Filed under: analytics, Contact center analytics

Don't Believe All the Hype

Just the other day I was thinking about all of the buzz words and hype that inevitably pop up every couple of years around the latest "new thing" for contact centers. I have been doing this long enough to remember the TQM craze and how that...

Published 07-15-2009 1:58 PM by Donald Davis

Filed under: customer experience

Excuse Me Dear, But Your Stock is Up and Your Package has Arrived

I was chatting with a colleague yesterday, and he was excited about the evolution of Bluetooth devices – specifically how they could eventually become a stand-alone channel for outbound communications from companies to their customers, whispering...

Published 07-02-2009 2:03 PM by Rebecca

Filed under: customer experience, self-service, caller behavior, strategic planning

Speech Self-Service: Which Tasks Do I Do First? (Part 2)

In my last post I talked about two important rules of thumb that we use to identify transactions that would be good candidates for speech automation self service – Following the Traffic and How Long is a Typical Call . The benefits are high. Choosing...

Published 06-09-2009 10:46 AM by Tom Hicks

Filed under: contact center, Self Service, speech automation

The Whole Enchilada (or, The Value of Whole-Call Recordings)

One type of Business Consulting project I frequently participate in is called an IVR Optimization. During these engagements, we do our best to identify barriers to an application's success...however that may be defined. Our research includes: interviews...

Published 06-02-2009 3:34 PM by Rebecca

Filed under: caller behavior, IVR optimization, whole call recording

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

DTMF Systems Deserve Good Design, Too

My background is in VUI design, and one of the very first things I ever learned to do is "escalated error handling." This means that, in addition to an error prefix like "sorry" or "I didn't catch that," the actual wording...

Published 04-27-2009 6:25 PM by Rebecca

Filed under: consulting services, customer experience, VUI, DTMF

Nuance Business Consulting Services

Recent Posts

Tags

Syndication