A contact automation best practice is to ensure that the IVRs have the ability to send calls to live agents based on the rep’s skill set, if needed. For example, an insurance company client of ours recently needed a way to manage employee requests for a new HR program they were launching. To simplify the [...]
Filed under: Contact Automation, Continuous Improvement, IVR | Tagged: IVR | Leave a Comment »
Interesting article in the February 2008 issue of ICMI’s Customer Management Insight. The article, “IVR and the Customer Experience,” is in tune with our views on IVR design, particularly the first page which focuses on human factor design and reflects how we build our IVR applications.
Filed under: Contact Centers, IVR, Speech, Uncategorized | Tagged: IVR design | Leave a Comment »
In case you haven’t seen it yet, Frost and Sullivan came out with an exceptional report at the end of 2007 that spells out clearly why going with a hosted, in our case shared, contact automation approach makes more sense than owning customer premise equipment (CPE). The paper is titled “The Hosted Model: Why It’s Revolutionizing [...]
Filed under: Contact Automation, Contact Centers, Shared IVR Services | Tagged: Contact Automation, Frost & Sullivan | Leave a Comment »
