Playing to Agents Strengths Over many years the role of the Contact Centre Agent has been evolving and now, more than ever before, having the right people strategy is key to offering a differentiated service (and quite frankly delivering a planned service experience at the right cost!
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
In the world of IVR there are only a few moveable parts. The prompting is critical, relevance is important, progress is vital, but what about the persona? Well, yes, a poor persona can still get the job done, and probably won’t destroy your brand too much (most organisations tol
Flare Design, recently caught up with John Carr and Andrea Ayres in the U.K, to discuss Lloyds Telephone Banking transformation program and the, now embedded, open speech navigator. John Carr said “The open speech navigator was the first of several initiatives that target improving th
I am currently in a very privileged position, for the first time in my career. It is something that I have been advocating for many years – sometimes begging for – and now it has happened. I have been brought into a transformation program, right at the very beginning and,
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
What makes a customer really happy? We get to work with many “technologists”, delivering all sorts of solutions in and around the contact centre. Most of these projects in their own right are fantastic, lift performance and improve the customer experience. However, everyth