8x8

FEBRUARY 22, 2018

The easy stuff is done via self-service on your website or via your Interactive Voice Response (IVR). So what can you do to prepare your agents for these types of interactions? For enterprise-size businesses, you have an ally in your Chief Customer Officer or Customer Experience Officer.

Metrics 66

Metrics Interactive Voice Response Chief Customer Officer Contact Center 66

8x8

FEBRUARY 22, 2018

The easy stuff is done via self-service on your website or via your Interactive Voice Response (IVR). So what can you do to prepare your agents for these types of interactions? For enterprise-size businesses, you have an ally in your Chief Customer Officer or Customer Experience Officer.

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

8x8

FEBRUARY 22, 2018

The easy stuff is done via self-service on your website or via your Interactive Voice Response (IVR). So what can you do to prepare your agents for these types of interactions? For enterprise-size businesses, you have an ally in your Chief Customer Officer or Customer Experience Officer.

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

ProProfs Blog

DECEMBER 7, 2018

I always recommend against the dreaded “we are experiencing unusually high call volumes” IVR message. Your customer will not be inconvenienced because there is a stop gap that shows you care and are genuinely sorry about the inconvenience. Kedar Naik Founder and Chief Customer Officer CXP Solutions, Australia.

Customer Service 145

Customer Service Brand ambassadors Chief Customer Officer Interactive Voice Response 145

Mindtouch

JUNE 12, 2019

However, according to Harvard Business Review , 81% of all customers attempt to take care of matters themselves before contacting a live representative. For example, recently T-Mobile spent millions on their Rainn Wilson campaign telling their customers they would not get the standard, awful IVR experience anymore, but a live agent.

Chief Customer Officer 78

Chief Customer Officer Customer Care Interactive Voice Response Customer centricity 78

Clarabridge

MARCH 7, 2017

Donna Peeples, Chief Customer Officer for Pypestream, compares the current state of chatbots with the early stages of IVR systems. Peeples says “You’re given a set of choices and you are not interacting with a human. At its most basic level, it’s a digital IVR.”. So Chatbots have to do better than IVR.

Chatbots 40

Chatbots Customer Service Interactive Voice Response Chief Customer Officer 40

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Both Amazon and Zappos are prime examples of brands that are customer centric and have spent years creating a culture around the customer and their needs. This is so important that organizations like Oracle developed a Chief Customer Officer (CCO) to ensure a consistently amazing customer experience across all touch points.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56