When is the last time you updated your company’s interactive voice response (IVR) system? If you can’t remember, it’s probably because the task has been long-delayed due to the fact that it is arduous and confusing. The process typically involves coordinating among multiple vendors, and requires a thorough understanding of the underlying IVR technology. It also takes a great deal of time—which comes at a premium these days.
Connect First Blog Posts
First impressions are really important in customer service. So you want to be certain that when a customer dials into your contact center, the interactive voice response (IVR) software that you use to greet them is fast, efficient and easy to navigate. The quality of your IVR system will go a long way in determining how the customer perceives your company.
It’s Back-to-School Season—Is Your Contact Center Keeping Up With the Rush?
So, you think the back-to-school shopping rush is over? Think again. According to a new report from Prosper Insights & Analytics, Monthly only 15.7 of consumers surveyed claimed that they were “totally finished” buying supplies. And 23.6 percent hadn’t even started yet.
What Does it Take to Become the go-to Source?
What does it take to become the go-to source for information about the contact center higher education market today? Two things: speed and efficiency.
Time is Running Out
The Payment Card Industry Data Security Standard (PCI DSS) is a set of criteria established by major credit card companies for the purpose of protecting cardholder information. While contact center PCI compliance is not mandatory by law, businesses that are not in compliance risk fines and even the loss of their merchant accounts should a data breach occur.
Contact Center CRM issues
Each and every customer interaction that comes through your contact center must be analyzed, organized and utilized for success. But without a reliable customer relationship management (CRM) solution to oversee interactions in real time, this is just about impossible. Here are some of the biggest problems that many companies are currently experiencing with their contact center CRM software:
Don’t Tread on Your Customers’ Time
This July 4th, stop and ask yourself the following: Does your company’s slow and inefficient interactive voice response (IVR) system make your customers feel oppressed—like our early American ancestors felt under British rule? Are your customers ready to throw your products into Boston Harbor to get better service? Are you ready to downshift your customers phone experience?
Think about a restaurant where the owners rarely update the menu or even listen to customer requests or complaints. Here, the business may continue but nothing improves or draws a crowd. The restaurant becomes mediocre in all aspects of service.
Built for Our Customers
It is literally true that the Connect First platform was – and still is – built specifically for our customers.
QA and testing practices add an enormous amount of value to developers' work
Many people are unaware of what it takes to be a tester within an organization. Unfortunately, there are times when people think testing is unnecessary. However, just as authors have editors to review their work, it is beneficial for coders to have testers review their code. Using a different way of thinking and a new set of eyes on a product immensely aids in finding issues that can be fixed before a customer sees them. As well, a different viewpoint may help determine a more user friendly approach in the software. That said, there are some best practices that assist testers in providing the best results possible. The following list is by no means the end-all-be-all but can greatly help.