Interview with ICMI’s Brad Cleveland

Posted June 22, 2012 by Chris Burgoyne / Industry Interviews, Mobile Applications, Strategy / 0 Comments Interview with ICMI’s Brad Cleveland

Welcome everyone once again to the latest installment of our series of conversations with industry leaders! Today we are speaking with Brad Cleveland, known globally as one of today’s foremost experts in customer strategy and management. He’s the former President of the International Customer Management Institute… Learn More

DIA 2012 Preview

Posted June 21, 2012 by Jim Schweitzer / About VoiceVision, Pharma / 0 Comments DIA 2012 Preview

I'm on my way to the 2012 DIA Annual Meeting in Philadelphia next week. The DIA organization represents a great confluence of the pieces of the pharmaceutical value chain where VoiceVision is most appropriate. There will be much conversation about best practices in IVRS or IRT in clinical trials alongside discussion of Medical… Learn More

Mobile is Mandatory

Posted June 8, 2012 by Chris Burgoyne / Customer Satisfaction, Mobile Applications, Contact Center Technology, Strategy / 0 Comments

Mobile is not approaching, it’s already here. CRM managers must respond to the advent of mobile technology with an enthusiastic embrace.  And by "mobile" we refer to a range of technologies that put the Internet, the telephone, specialized software applications, and a synthesis of all three directly (and literally) into the hands of the customer. Smart phones are achieving market saturation much more quickly than previous disruptive technologies. [See the article in MIT's Technology Review.] Customer satisfaction correlates tightly to customer expectations. As mobile technology advances, so too do customer expectations for service via their mobile devices.  Brad Cleveland, (Contact Center Expert, and author of Call Center… Learn More

ICMI ACCE 2012 Conference Recap

Posted May 25, 2012 by Chris Burgoyne / About VoiceVision, Contact Center Operations, Contact Center Technology / 0 Comments ICMI ACCE 2012 Conference Recap

Hello readers! I just got back from Seattle and boy are my arms tired! I was up to my eyeballs in Contact Center Camaraderie and Commiseration at the ICMI ACCE (“ACE”) conference in Seattle. Since Vision Point Systems has historically been involved in telephony as an IVR provider, we wondered if a Contact Center Conference would be right for us, and… Learn More

Vision Point Systems Nominated for Rising Star Award

Posted April 24, 2012 by Yong Lee / About VoiceVision / 0 Comments Vision Point Systems Nominated for Rising Star Award

I'm happy to announce that Vision Point Systems - the company that brings you VoiceVision - has been nominated for the Rising Star Award by the Roanoke-Blacksburg Technology Council. Vision Point Systems has been a proud member of the Tech Council since 2004, and we are always… Learn More

Use a Knowledge Base to Reduce Costs

Posted April 20, 2012 by Chris Burgoyne / Customer Satisfaction, Contact Center Operations, Contact Center Technology / 0 Comments Use a Knowledge Base to Reduce Costs

What is a knowledge base? A knowledge base is software an organization can use to store knowledge acquired in the course of doing business. We’re talking about a database, only filled with knowledge and wisdom rather than just randomly accumulated data, so it’s a knowledge base. I’m here to tell you a knowledge base is essential. When we’re trying to create a business, we hire… Learn More

We Don’t Want To Replace Your Phone System

Posted April 4, 2012 by Chris Burgoyne / About VoiceVision / 0 Comments

We don’t want to replace your phone system. We want to make your system work for you. VoiceVision is a methodical approach to evaluating the overall efficiency of your integrated telephony and contact center resources.  To conduct these evaluations, we have to ask a lot of questions about how staff members get things done with the tools they have. Interestingly enough, when we meet folks, and start asking them questions, they want to know, “What does your phone system do? What will your phone system do for us? Does your phone system have option z?” VoiceVision is a consulting engagement, not a hardware implementation. Our 14-Point Diagnostic process measures how… Learn More

Aligning the Contact Center with Corporate Goals

Posted March 27, 2012 by Jim Schweitzer / Customer Satisfaction, Contact Center Operations, Strategy / 0 Comments

A 2012 survey by Knowlagent, unsurprisingly, shows that the top priority for call center managers is improving productivity. What’s the second priority? Alignment of contact center staff goals with corporate goals. This is a core tenet of what we try to elucidate with VoiceVision. Every corporation is different, and much of the strategic differences come from structural or market factors, not just the whim of the current executive staff. Let’s take a look at some of the potential areas for mis-alignment. Value of the Customer Value of the Customer is the antithesis of Cost per Contact. Are you selling commodities at dollars or cents per transaction, or are you… Learn More

What is: Quality?

Posted March 5, 2012 by Chris Burgoyne / Development, Documentation, Testing and Quality, What Is? / 0 Comments What is: Quality?

As we travel the world, we're meeting people whose practices need improvement. In many cases these are people who are used to working very hard. However, in some cases they are working harder than they have to. Take the concept of Quality. Many organizations still do not have a Quality policy. So are they providing low quality solutions and service? Not necessarily. Let's look at the ways we… Learn More

The Customer Is King, Even for Pharma

Posted March 1, 2012 by Jim Schweitzer / Good IVR, Customer Satisfaction, Pharma / 0 Comments

As I indicated in my post summarizing the CBI Conference on Biopharmaceutical Contact Centers, one of the takeaways from that event was that customer experience still matters, even in an industry that is subject to regulatory or legal constraints. Big Pharma isn’t typically heralded as a bastion of good customer service. One might come to expect conservative or protectionist dialog with a pharma company’s medical information or drug safety staffs. Can a company really provide customer service if they have to be constantly worried about litigation or FDA regulaory action? Additionally, the question of who the “customer” even is, is not exactly always clear for a pharma company. Who… Learn More

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