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!
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
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
FACT which is why so many implementations #FAIL! Believe it or not, those expensive contact centre solutions that carry big business benefits don’t always make it all the way to the customer. Take for example your basic screen pop solution (a.k.a. CTI) in which data derived during the