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Adaptive IVR Blog

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  Working with clients struggling with outdated telecom and contact center infrastructure while others seize market advantage by embracing advanced multi-channel integrated cloud platform solutions is an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

What Bad IVR and Leaky Pipes Have in Common

When you think about your interactive voice response (IVR), leaks may not come to mind. You are probably more concerned about costs, the customer experience (CX), and system efficiency and uptime. But make no mistake, IVRs may develop leaks just like your pipes – and these steady drips can affect cost, CX, efficiency and more. 

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

How to Achieve High Performance IVR for your Contact Center

Most enterprises treat their Interactive Voice Response (IVR) system like a family car.  When you bring it home for the first time, it feels like it’s perfect.  It sparkles like a diamond, there’s not a scratch on it, the engine purrs like a kitten and it’s even got that new car smell. 

It can last a reasonably long time if you maintain it properly, but most people just change the oil and the tires when absolutely necessary.  And while it grows comfortable and familiar, you never expect it to get any better than the day you bought it.

Topics: IVR Business Case Process Improvement