<img height="1" width="1" alt="" style="display:none;" src="//www.bizographics.com/collect/?pid=5286&amp;fmt=gif">

Adaptive IVR Blog

Demolish Data Silos to Improve Contact Center Performance

Integrating IVR and WFO Data Can Improve Operations and Customer Experience 

We’re all familiar with silos – those “isolated islands of data” (per Harvard Business Review) that make it difficult or impossible to share and analyze information to make better business decisions. This is particularly true in the contact center.

Silos can arise from several scenarios created by organizational culture and technology:

  • proliferation of applications, particularly niche software, which don’t work together
  • reliance on multiple project teams that may compete with each other
  • data hoarding by departments or database administrators
  • mergers and acquisitions that bring together disparate organizations with duplicative databases

Whatever their origin, data silos are a major problem, particularly in the age of Big Data and analytics. They prevent people from seeing the “big picture” that is necessary to spot opportunities, trends and problems affecting the organization as a whole. Data silos also act as barriers to collaboration, productivity and efficiency. Forrester agrees.  See why...

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

IVR Analytics Help You Make Better Workforce Optimization Decisions

Companies are being inundated with data about their customers, which is being churned out by myriad internal systems as well as external outreach (social media, for example). The Internet of Things, with millions of connected devices and sensors, is exponentially increasing this data flood.

One major – though often overlooked – data source is the interactive voice response (IVR) system used by most contact centers to handle phone-based voice self-service interactions. Thousands or millions of calls per month to the contact center generate huge volumes of customer analytics information – a rich but potentially overwhelming resource.

The trick is making sense of this data, and powering it for your organization. If that’s the case, is too much data really too much?

Topics: Customer Engagement Customer Care IVR Business Case Customer Experience Process Improvement Customer Data Contact Center Insights voice self-service IVR

Customer Service Agent Productivity is like a Monopoly Game

Customer Service Agent productivity has its ups and downs. The foundation you put in place to manage and incentivize your team can feel like a board game – to optimize agent productivity it’s best to practice making the winning moves and creating the right responsive game plans. Take Monopoly for example. Whoever collects the most real estate gets more “bank” to help them gain an advantage, but 
one wrong step can put you on a losing streak.

No matter how outstanding your contact center technology may be or how excellent your customer experience strategy may appear, the foundation of your contact center lies in the engagement and productivity of your agents. The following steps can make or break your agent productivity game plan.

Topics: Customer Engagement Customer Care IVR Business Case Customer Experience Process Improvement Customer Data Contact Center Insights voice self-service IVR

CRM Magazine 2017 Best IVR and 10th Year WFO Category Winners!

Verint and Contact Solutions do it again!  CRM magazine names Verint as one of the top ranking contact center service leader for 2017. In fact, our WFO solution has taken top ranking for the tenth year in a row! Here's why...

Topics: IVR Business Case Cloud IVR FAQ WFO IVR

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