Dena Skrbina - Sr. Director, Solutions Marketing, Nuance Communications (Twitter - @dskrbina) If you have a contact center, small or large, chances are that you've already moved some of your customer care infrastructure to the cloud. It's no longer a new trend; it's an organizational standard...
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 the concept is gaining a lot of attention from...
While you’re reading this: another consumer bought a new wireless handheld device. Perhaps she made a call to her sister to test out the voice commands on the headset she bought online to go with her “phone” - and to tell her about her new car. While on the call used her multifunctional...
Check out what Nuance's own Amy Livingstone has to say about customer loyalty vs. satisfaction and some great strategies to promote loyalty through the contact center.
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 it possible to provide an automated phone service...
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 conveniently positioned at airports, convenience...
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 sometimes I never expected to sleep in my own bed...
Posted to
Nuance Enterprise Connect Blog
by
Ilene Kaminsky
on
04-08-2010
Filed under:
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
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 consumers prefer an easy to use speech interface...
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 hate when that happens. Well, let me re-word...
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 that: Consistently rank high in customer satisfaction surveys...
Posted to
Nuance Enterprise Connect Blog
by
Ilene Kaminsky
on
07-29-2009
Filed under:
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
