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Adaptive IVR Blog

GenZ Perspective on Bad IVR and Bad Customer Service

GenZ, or Post-Millennial, consumers are the last demographic group you would expect to make a phone call for customer service. These teens and young adults want quick and easy solutions to their issues and prefer to use digital channels for them. They are impatient and will shortly make up the majority of our future customer target base. So what’s a contact center to do if they are lagging behind digital transformation and rely on phone customer service to help their customers?

During South Florida’s Take Your Child to Work Day today, I approached this topic with my inhouse GenZ expert, my son Nicolas, and here’s what he had to say.

Topics: Industry Insights Customer Care IVR Business Case Performance Optimization Customer Experience Process Improvement Customer Data Contact Center Insights WFO IVR

For 2017, Resolve to Maximize your Contact Center Technology Investments

Analyst Guest Insights: Paul Stockford of Saddletree Research, Inc. shares insights about how to best maximize your contact center technology investments. For example, read more about how WFO and IVR investments can be better leveraged to improve your results.

Besides my gig at Saddletree Research, the company I founded 18 years ago, I also work under contract as research director for the university-based, not-for-profit National Association of Call Centers (NACC), which provides me a deep reach into the end-user community for research and discovery regarding industry trends, issues, concerns, purchase intentions, etc.  While the majority of the research we do at the NACC is quantitative, for our 2016 year-end study we decided to focus on qualitative information.  To get a feel for what contact center issues customer service professionals are most concerned about going into 2017, I conducted 20 interviews in December.  In a nutshell, I asked the study participants what issues are keeping them up at night when thinking about their contact center(s) in 2017.

What we discovered during these interviews were two overriding concerns for 2017. 

Topics: Customer Engagement Customer Care IVR Business Case Performance Optimization Customer Experience Process Improvement Contact Center Insights Personalization WFO IVR

How IVR and WFO Help You Win the Cost vs. CX Balancing Act in the Contact Center

Research shows that cost control is the #1 goal for contact center operations executives, followed closely by delivery of a positive CX

But here’s a dirty little secret: in many contact centers, those two objectives are diametrically opposed.

  • Cutting budget (fewer agents, inadequate technology) to meet business mandates can have a negative impact on customer experience (CX) and staff metrics.
  • Improving CX might require investing $ in processes, systems, tools, and products to improve customer service which may increase the budget initially.

Both of these issues require you to walk the tightrope between controlling your budget and delivering a satisfying CX. Successfully reconciling these two ostensibly conflicting goals is a balancing act that contact center execs can win. Let’s explore how to turn confrontation into collaboration with your workforce optimization (WFO) and interactive voice response (IVR).

Topics: Industry Insights Customer Care IVR Business Case Performance Optimization Customer Experience Process Improvement Customer Data Contact Center Insights WFO IVR

Contact Center Execs: 5 Pains Keeping You Up at Night

Are you lying awake worrying about your contact center’s operations and more? Many executives experience constant anxiety from trying to juggle competing priorities. Time is precious and you don’t have enough of it to do more – you need solutions to ease your burden, not add to it.

What if you could make some simple modifications to turn that insomnia into a peaceful night's sleep?

Topics: Industry Insights Customer Care IVR Business Case Performance Optimization Customer Experience Process Improvement Customer Data Contact Center Insights

Is WFO Painting Half the Picture of your Contact Center Operations?

Workforce Optimization (WFO) is a cornerstone of contact center operations.  When you need to see the landscape of agent performance, WFO is the paint-by-number kit you count on to help maximize agent productivity and customer satisfaction. 

But your contact center could have a festering problem. What if it’s missing a few colors and paints only part of the picture you need? 

Unless you’re a contact center Picasso, missing part of the picture could put a real limit on your ability to optimize. 

Topics: Industry Insights Customer Care IVR Business Case Performance Optimization Customer Experience Process Improvement Customer Data Contact Center Insights

End of Year Top Read and Watch Lists

As you close out the calendar year, catch up with these top articles and videos.

The calendar year may be coming to a close, but customer service is only picking up for many of us.

So what does that mean for you? Has your customer service been naughty or nice this year? And next year, are you planning to be on the” good list” or the “very, very good list?” (Hey, if there was a “very, very good list,” you sure would target it, wouldn’t you?)

One thing’s for sure, we are absolutely committed to helping you stay at the top of the “very, very good list,” and look forward to supporting your business in the future.

Topics: Customer Engagement Industry Insights Customer Care Customer Experience Contact Center Insights

Contact Center Customer Self-Service Data Mining: Secrets Revealed

When have you had the opportunity to delve deeper into contact center data mining, and in particular in the customer self-service channel? This is historically a “set it and forget it” channel, which means there’s a whole source of actionable analytics that you may be missing out on.

We get it, no one can be accused of being Superman in the contact center - seeing through the data, tools and technology in the blink of the eye to the core actionable answers. That would be great, but it’s not reality.

Topics: Industry Insights Customer Care Consumer Behavior IVR Business Case Performance Optimization Customer Experience Process Improvement Customer Data Contact Center Insights Personalization Fraud Analytics

Rev Up the Pulse of Contact Center Operations

As we see played out in most enterprise contact centers – most technologies are decentralized, unintegrated and lacking common goals.

The challenges for you as contact center leaders and front-line managers are to deliver an optimal customer experience that satisfies the customer, while maximizing the value of your operational teams, processes and infrastructure. These conflicting yet equally critical priorities compound the already complex role you have to create a smoothly executed, cost-savings operation that solves your customers’ needs in the ways they wish and need to be served.

So what does this mean for your enterprise? How can technology vendors become true partners to maximize the pulse of your contact center?

Topics: Industry Insights Customer Care IVR Business Case Performance Optimization Customer Experience Process Improvement Customer Data Contact Center Insights

CIO Review: Digital Consumerism Changes the Face of the Contact Center

Customer Service is no longer just about answering the phone; it’s about being responsive to voice, social media, messaging, video, email, digital web and mobile.

Addressing today’s digital consumer-centric environment is now table-stakes and your Contact Center technology has to step up and keep pace.  Working with clients struggling with outdated telecom and contact center infrastructure while others seize market advantage by embracing advanced multi-channel integrated cloud platform solutions is an eye-opening experience.  The conclusion is clear.  There’s only one-way to go.  That’s forward – and fast.

Topics: Customer Engagement Customer Care Mobile Engagement IVR Business Case Performance Optimization Customer Experience Process Improvement Contact Center Insights Personalization

It’s OK to Get Personal with Your Customers

Perhaps you remember the refrain from the popular sitcom, “Cheers,” “Sometimes you wanna go where everybody knows your name.” Everyone wants to be treated as an individual.   And now big companies also are trying to make you feel like someone special.  Even McDonald’s, which owes its decades of success to conformity, is testing a create-your-taste menu.

Topics: Customer Engagement Customer Care IVR Business Case Performance Optimization Customer Experience Process Improvement Contact Center Insights Personalization