Pointillist

SEPTEMBER 10, 2020

They encounter a problem completing the transaction and turn to the website first and then call the care center for support. After getting lost in the interactive voice response (IVR) system, they go back to the website and try the chat feature. Customer expectations for personalization have evolved immensely.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Interactions

JANUARY 23, 2019

Communication Service Providers (CSPs) are at the bottom of customer care ratings every year. And it’s no secret why — customers are often very vocal about their displeasure. It’s also wasting time when agents need to gather information that the customer already provided.

Wireless 48

Wireless Interactive Voice Response Call Center Accountability 48

Pointillist

MARCH 20, 2020

Next, they define separate paths for customers that went on to use each of their three self-service channels: mobile, IVR and web. And finally, they extend the journey to show customers who completed their payment after speaking with a call center agent. So why is the IVR so much less effective?

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

Pointillist

SEPTEMBER 28, 2021

Compound enough poor quality interactions together and you may put customers at risk for churn. Contact centers often apply speech and text analytics tools to analyze interactions through their IVR, chat and call systems. By taking a journey-based approach, the wireless provider was able to improve the FAQ page.

Contact Center 40

Contact Center Self service Metrics Analytics 40

TechSee

APRIL 10, 2019

Research has shown that despite companies spending millions on the technology, 60% of callers bypass IVR, and that up to 83% of interactions that begin with IVR result in direct communication with a live agent. A Team of Experts , small, local groups of customer service agents, provide individualized support.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

Connecting the Dots

APRIL 21, 2017

Scott Broetzmann is the Co-Founder, President and CEO of Customer Care Management & Consulting (CCMC) and Mary Murcott is the President of the Customer Experience Institute for Dialog Direct. They will share insights from the latest Customer Rage study that CCMC and Dialog Direct conducted and partnership with W.P

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48