NobelBiz
JANUARY 16, 2024
A consultative approach, focusing on understanding the lead’s challenges and goals, helps build credibility and forge a stronger relationship. IVR systems can efficiently handle high call volumes, thus increasing a contact center’s capacity without the need to expand its workforce.
Taylor Reach Group
AUGUST 26, 2020
It is noteworthy that certain improvements (such as IVR self-service) changes the distribution of calls and could impact the overall results negatively if FCR is only measured for live contacts. A common error and observation in these exercise is to only focus on live contacts. This too is an important point to surface.
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HGS
NOVEMBER 19, 2014
Hire a consultant, a partner, or do it yourself but test your current customer touch points be it by phone, web site, email, chat, video, text, etc. How many buttons do customers need to press on your IVR to get service? How responsive are you with non-voice channels such as emails or chats?
Taylor Reach Group
MARCH 26, 2019
There is no question that customers are the best source in providing such measurement but surveying customers could become a costly exercise. Another approach has been to employ caller ID and an IVR to check on each incoming call to see. Definition and Measurement. However, this sampling focuses on the call itself and not the customer!
EPIC Connections
SEPTEMBER 10, 2018
Many clients, vendors, and even consultants get caught in traps during the design and implementation phases. If possible, these exercises should be performed BEFORE engaging with vendors, because alignment around the core framework positions clients to shortcut the buying and solution-design process, keeping them focused on needs.
CX Journey
NOVEMBER 2, 2016
Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you. Were you kept waiting for long?
NobelBiz
JANUARY 17, 2022
However, caution must always be exercised; the concept of time must never take precedence over the quality of the solution offered. Jason Cutter, CEO of Cutter Consulting Group, author, and podcaster, provides direct and concrete advice on this subject! Naturally, every manager strives to increase traffic flow and reduce expenses.
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