Speech recognition IVR has become increasingly effective. Accuracy rates have improved drastically and the processing power needed to support the servers has increased. Once impossible complex applications are now not only possible, your customers expect them! User acceptance is strong, automated voices are natural, more “human", making speech recognition the accepted standard of [...]
(By Michelle O’Brien, with Ideas from Tony Norman) 1. Automate to offload as many routine calls as possible If you’re not looking at the types of calls coming into your center, you should be. Using ‘Reason’ or other classifying codes will help tell you why people are calling your center and your company. When you [...]
Update (November 4): Thank you to everyone who joined us, we enjoyed meeting you and having a chance to share the latest in first contact resolution. We have included some related documents below for your reference. If you have any questions or would like to learn more about any of the trends we discussed please [...]
Update (October 29): Thank you to everyone who joined us at this event, we enjoyed meeting you and having a chance to share the latest call center trends. We have included a download of the powerpoint that was presented at the event for your reference. If you have any questions or would like to learn [...]
It’s not difficult to make a case for Live Chat Support! Cost savings and convenience for both staff and customers make it a viable option for businesses today, an essential tool for any company that thrives on providing excellent customer service and a Top Trend for 2015 and beyond! For example: “Forty-four percent of online [...]
The future is here! Recently, Gartner forecast that 50 percent of customer service interactions would be conducted via a virtual assistant (VA) by 2015—this year! Chances are, you have already interacted with a virtual assistant or agent several times during customer service experiences. In case you’re thinking a VA is the same thing as a [...]
Big Data!? When I first started hearing the term—not that long ago—I wanted to know, “How did two such common words as Big and Data became paired and morph into the latest buzz word among IT vendors and the contact center industry?“ Fortunately for me, my curiosity was satisfied by a fascinating article entitled “The [...]
Successful call centers have always proactively captured customer service feedback to adapt to changing customer preferences and expectations. Recorded calls are a source of “Big Data” that has been cumbersome to analyze in the past. Now other channels, including social media, web surveys and focus groups, have added to the innumerable sources of data that [...]
If English is your first language, you might be annoyed that almost every automated system you call or that calls you includes one or more language options in the Main Menu. However, if you own or manage a contact center that doesn’t offer at least one language option—most frequently Spanish in the U.S.—this should serve [...]
Preventing Fraud in the Call Center with Phone Printing and Voice Biometrics, a recent Forbes report states, “Most call centers operate with one primary goal: customer service. Unfortunately, this leaves them vulnerable to “bad actors” and fraudsters who perpetrate crimes by socially engineering call center agents who typically employ weak methods to authenticate callers.” Current [...]