The Perils of Cross-Functional Agents

Posted September 17, 2012 by Jim Schweitzer / Customer Satisfaction, Contact Center Operations, Regulation / 0 Comments

Cross-functional agents - agents responsible for handling more than one class of business transaction in a contact center - are valuable in many situations. Many contact centers serve an incredible breadth of subject matter and customer types, and sometimes certain requests are too rare to warrant full-time staff. Cross-training agents allows higher utilization and more flexibility with staff forecasting. However, context switching creates inefficiency and the potential for poor customer service. Having all types of calls blindly route to the same pool of agents is inefficient, and irritating. It’s inefficient simply because it takes time for the agent to determine the reason for the call. It’s Irritating to the customer… Learn More

People Like IVR!

Posted September 14, 2012 by Chris Burgoyne / Good IVR, Voice Interface, Teachable Moments / 1 Comments

People love IVR! Just a quick reminder, and this is backed up by a report from the folks at Forrester research.  People really like IVR systems for simple tasks, and they overwhelmingly support IVR systems notifying them when important things are coming up, like the bill coming due, and stuff like that! An Overwhelming Majority Of Consumers Express Interest In Proactive Notification   Base: 1,001 online US consumers who have used telephone customer service in the past 12 months Source: “Driving Consumer Engagement With Automated Telephone Customer Service.”  Learn More

The People In Your Neighborhood - The IVR

Posted September 12, 2012 by Chris Burgoyne / Good IVR, Customer Satisfaction, Contact Center Operations, Strategy / 0 Comments

The latest in our article series - The People in Your Neighborhood is up on ICMI's website. This article looks at the Voice of your Organization - the IVR, and the elements of both GOOD and BAD IVR.  IVR is critical to your customer access strategy.  Don't treat it as an after-thought. We'd love your thoughts over the next few weeks on this exciting new series! Learn More

Jim Schweitzer to Present at CBI Medical Communications Summit 2012

Posted September 10, 2012 by Yong Lee / About VoiceVision, Contact Center Operations, Pharma / 0 Comments Jim Schweitzer to Present at CBI Medical Communications Summit 2012

Jim Schweitzer, Director of Commercial Technology Services at Vision Point Systems, will be presenting at next week's 2nd Annual Medical Communications and Information Summit in San Diego. Jim will be presenting on "Key Considerations in Call Center Management for Maintaining a Unified Message," specifically for… Learn More

IVR Maintainability

Posted August 21, 2012 by Jim Schweitzer / About VoiceVision, Development, Good IVR / 0 Comments

IVR Maintainability reflects your ability to change and configure the automated voice menus that your customers navigate to accomplish their goal when contacting you. It is the first point of our VoiceVision 14 Point Diagnostic which we will discuss in detail. IVR Maintainability is what we consider a “cost driver” for operating your enterprise’s communication systems. Poor IVR Maintainability leads to changes costing more than they should, and perhaps even a stagnant, paralyzed interface that drives away customers. Let’s take a look about why that is. Cost of Making Changes IVRs, Auto-attendants, and PBXs come in varied arrays of software and hardware. Each brand and vendor has its own… Learn More

The People In Your Neighborhood: The Agent

Posted August 14, 2012 by Chris Burgoyne / Customer Satisfaction, Contact Center Operations / 0 Comments

The latest in our article series - The People in Your Neighborhood is up on ICMI's website. This article looks at the backbone of the Call Center - the Agent, and the tools they need to build a value-based relationship with customers. Later pieces will describe the other members of the community that exists within any organization, and their stake in delivering customer satifaction and retaining or converting customers.  We'd love your thoughts over the next few weeks on this exciting new series! Learn More

Employee Directory Blues

Posted July 31, 2012 by Chris Burgoyne / Good IVR, Contact Center Technology, Teachable Moments / 0 Comments Employee Directory Blues

Welcome once again to our series on teachable moments. A lot of people say they hate IVRs, but we think they really just hate bad IVRs. Occasionally (OK, frequently) we run into bad IVRs, too. Since IVR is what we do, we try to help. Does any of this sound familiar? I'm calling a business contact named Matt Smith*. I call the 800 number for his company, and I hear the IVR menu:… Learn More

ICMI Article Series - The People in Your Neighborhood

Posted July 19, 2012 by Chris Burgoyne / About VoiceVision, Customer Satisfaction, Contact Center Operations / 0 Comments ICMI Article Series - The People in Your Neighborhood

The first of our new article series - The People in Your Neighborhood is up on ICMI's website. This first piece covers the reason we're all in business - the customer. Later pieces will describe the other members of the community that exists within any organization, and their stake in… Learn More

Call Progress Analysis #FAIL

Posted July 12, 2012 by Jim Schweitzer / Good IVR, Teachable Moments / 0 Comments

It's time to dust off the "Teachable Moments" blog tag. I'm regretting deleting the voicemail I just got from a telemarketer (who will remain nameless thanks to my quick trigger finger and weak primacy memory effect). I was at first impressed by the Call Progress Analysis that was performed - the recording that was on my machine had apparently successfully detected the call result as a machine and not a live human, as indicated by it not being cut off at the start and a contextual "sorry we missed you" greeting. My professional respect quickly turned into a facepalm when the message ended with "If you'd like to be put… Learn More

The Role of Medical Communications in the GlaxoSmithKline Settlement

Posted July 2, 2012 by Jim Schweitzer / Pharma / 0 Comments

As has been widely published in the media, GlaxoSmithKline has settled crimincal and civil complaints with the US government for fraudulent marketing of Paxil, Wellbutrin, and Avandia, to the tune of $3 Billion in fines. While no individuals are facing criminal penalties for the errors, ommissions, and improper behavior reported, should the Medical Communications and Information department at GSK shoulder some of the responsibility for the mistakes made at the time? Medical Information and Communications departments exist to be the central source of scientifically well-balanced information and data about a company’s drug products. In the case of Avandia, GSK admits “inadvertent omissions from certain reports” of study status… Learn More

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