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 a tablet, the research company predicts. Those...
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 to uncover customer channel preferences for...
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...
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
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 my friend Ilene and I were chatting about some recent...
