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

Jim Schweitzer appears as IVR Expert on KnowledgeShift Training Tech Talk

Posted January 11, 2013 by Chris Burgoyne / About VoiceVision, Consulting, Good IVR, IVR Platforms, Telco / 0 Comments

Jim Schweitzer, our Business and Techinical Director, was featured as the guest expert on KnowledgeShift's Training Tech Talk blog radio show earlier today. Check out the Archived Recording below: Listen to internet radio with KnowledgeShift on Blog Talk Radio   During the talk with the hosts, Nancy Munro and Allison Black, Jim discusses the evolution of IVR technologies over the last decade - moving from premise-based, hardware driven systems, to VOIP and VXML-based applications, to the emerging cloud IVR platforms like Twilio and Voxeo. Topics also include the risks and benefits that the… 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

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

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

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 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

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

A Talk with GM Voices

Posted November 1, 2011 by Chris Burgoyne / Industry Interviews, Consulting, Good IVR, Voice Interface, Strategy / 0 Comments A Talk with GM Voices

Part of evaluating IVR is knowing what makes a good IVR.  One obvious critically important component is the voice itself.  Recently, we were fortunate enough to have the chance to talk with with Marcus Graham, CEO of GM Voices. GM Voices is a leader in the Voice Talent space, giving voice to scores of IVRs and electronic devices. They’ve pioneered… Learn More

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