May 19, 2013
Patronising pre-recorded messages, long waiting times and rude operators are among the biggest irritations of UK customers, new research has revealed about Call Center IVR Solutions. The survey which was conducted by Natterbox highlighted that just four per cent of customers are patient enough to wait for call center ivr solutions for more than 30 (Read the full article)
The facts are that IVR Solutions are well designed and user friendly can really save the caller time. This is by answering easily the most frequently asked questions and also by connecting them to the most suitable and available agent for more complex questions. However the issue is that most IVR solutions just don’t do this very well at (Read the full article)
I was with a customer last week, who surprised me by asking a very simple question with almost naïve innocence; ”Do people still use that speech recognition stuff?” I wasn’t surprised so much by the question but more by the fact that the customer I was talking to was one I would have said (Read the full article)
So if it’s not about the technology, what are organisations doing wrong? A lot of self-service speech and IVR applications are born to frustrate customers just simply because they have been designed the wrong way round. The focus really has to be on meeting the customer’s expectations. The focus shouldn’t be on applications it shouldn’t be about (Read the full article)
