Leverage Technology for Improved Customer Experience

Posted July 2, 2013 by Jim Schweitzer / Cloud, Good IVR, Contact Center Technology / 0 Comments Leverage Technology for Improved Customer Experience

When you think of Business Process Management  or "Cloud" systems, do you think of the cost-control benefits first? Most people do. One of our 14 Points is "Leveraging Technology", and cost reduction is a part of what we talk about, but a major piece is really on how you're using the capabilities of your technology investments to the… Learn More

What the Genesys Acquisition of Angel Means for your Contact Center

Posted February 26, 2013 by Jim Schweitzer / Cloud, IVR Platforms, Contact Center Technology, Strategy / 0 Comments What the Genesys Acquisition of Angel Means for your Contact Center

Genesys announced today that it will be acquiring Angel from Microstrategy, Inc. Genesys has been a leading player for over a decade in premise-based unified communications systems. Most people in the contact center… 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

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

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

Adding a Character to Hamlet?

Posted January 9, 2012 by Chris Burgoyne / Customer Satisfaction, Mobile Applications, Contact Center Technology, Strategy / 1 Comments Adding a Character to Hamlet?

In his article, Can Mobile and IVR Avoid a Fight?Leonard Klie makes the point that needed to be made, that  mobile apps are not going to displace IVR. It’s not going to be either or. … Learn More

What is: Virtual Hold?

Posted December 14, 2011 by Leslie Dove / Good IVR, Voice Interface, Customer Satisfaction, Contact Center Technology, What Is? / 2 Comments

"Thank you for holding. Your call is very important to us. All of our Customer Care Representatives are currently assisting other callers. Please continue to hold, and the next available Representative will answer your call." [Insert discordant hold music.] "Thank you for holding. Your call is very important to us. All of our Customer Care Representatives are currently assisting other callers. Please continue to hold, and the next available Representative will answer your call." [Insert discordant hold music.] "Thank you for holding. Your call is very important to us—" Perhaps it’s the repetition of the claim “Your call is very important to us” that makes it ring so hollow when… Learn More

Schroedinger’s IVR

Posted December 1, 2011 by Chris Burgoyne / Good IVR, Customer Satisfaction, Contact Center Technology / 0 Comments Schroedinger’s IVR

I recently stumbled onto an article called “Is the IVR Dead?” by Rob Marchand at Genesys. My initial response, since a lot of my work involves IVR was, God I hope not! So I read the article, ever striving to keep myself current in the industry, and I was struck by the realization that I’ve read variations of this article numerousLearn More

What is: Intelligent Call Routing?

Posted October 26, 2011 by Matt Simmons / Development, Contact Center Operations, Contact Center Technology, Testing and Quality, What Is? / 0 Comments What is: Intelligent Call Routing?

The Switchboard Operator is extinct, as a job description, anyway.  Machines have been routing our calls for decades, but in recent years, the automation of this process has been refined and significantly improved. Intelligent Call Routing is a term for routing done by software that attempts to identify the caller and direct them to an appropriate agent. The software can identify the caller based… Learn More

Recap from the First Ever Twilio Conference

Posted September 26, 2011 by Jim Schweitzer / IVR Platforms, Contact Center Technology / 0 Comments Recap from the First Ever Twilio Conference

I’m back in Virginia from San Francisco, where I attended last week’s Twilio Conference. This two day event was a showcase for the up-and-coming developer and entrepreneur community budding aroung Twilio’s “telephony in the cloud” platform. Based on a Web Services model, Twilio allows… Learn More

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