Just recently we were contacted by a business concerned about their IVR abandon rates. This firm was experiencing 20% abandon rates at the start of the IVR, not such a good thing considering that these are generally all prospects and mostly stimulated by costly TVC to call. The cool t

We were recently asked to assist with a one year on review of the CX Coaching for Results that we deployed with a large government organisation. We had already highlighted that “Embedding behaviours takes more time than you would expect, and just because you tell them to do it, doesn’

Inland Revenue surpassed 400,000 enrollments into voice biometrics early on its its first year of operation and the growth continues. Not only did it fly past 1M enrolments in 2014, it still grows and now well over 1 in 3 NZer’s now have a voice biometrics voiceprint. But even m

The logic behind developing a detailed customer transaction fact book is that every customer contact can be explained through root cause analysis. A time-in-motion study allows the business to understand contacts by specific type, volume, cost and customer impact. With this knowledge

The BNZ implemented Voice Biometrics in late 2013 and while its enrolled base isn’t yet massive (110,000), within its first 14 months of operation has 47% of volumes of people calling the contact centre able to verify using their voiceprint every day. This is one of the key less

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How do IVRs end up so horrible? The greatest challenge when designing an IVR is to ensure that it doesn’t get left to grow literally from requirements. The problem here is that requirements rarely, if ever, have business logic, complexity or priority locked into them. Developers

Okay, so no-one around the BBQ is excited enough about IVRs to sing their praises. Most the IVR developers I know are to scared to say that they responsible for these things, but it’s time this situation is clarified. Firstly there are many IVRs that serve customers needs and ev

Following an earlier venture into voice biometrics in 2009, Barclays’ has implemented the first passive voice biometrics solution for its Premier banking customers. The system enables staff to verify the customer without the normal authentication questions, or reliance on staffs perso

Flare Design are ecstatic that more than 400,000 people have already enrolled in the New Zealand Inland Revenue Voice Biometrics system within months of launch (reported back in July), and is on track to reach the sizeable first year target. Flare Design have worked with Inland Revenu