|
You get only one shot at making a good first impression. In an Interactive Voice Response system (IVR), such an impression is formed by callers and conveyed by Voice User Interface (VUI) designers with the application's opening prompt. When writing your system's opening prompt, keep the following three basic VUI guidelines in mind – be brief, be concise and be polite. |
|
Tuesday, 15 April 2008 |
|
|
Mom always said you learn from your mistakes, and analyzing repeat calls using algorithms can help call center managers learn ways to get it right the first time. Better first call resolution rates mean fewer frustrated customers and potentially more sales opportunities. |
|
Monday, 14 April 2008 |
|
|
In tighter economic conditions, customer engagement is more important than ever. And leading-edge firms such as Starbucks and Chrysler are embracing social networking technologies to ignite emotional connections with their customers. |
|
Thursday, 10 April 2008 |
|
|
There is a big difference between active and passive customer communities. For an example of a passive community, take a look at Starbucks' new MyStarbucksIdea.com community site. These sites are useful ways to gather customer input, and I have referred to them as automating the suggestion box. There's nothing wrong with that, but a suggestion box is not a community. |
|
Thursday, 03 April 2008 |
|
|
A new study finds that the majority of consumers visit a company's Web site to research products and services -- but less than half say the information to be found there meets their needs. |
|
Tuesday, 01 April 2008 |
|
|
There is a lot of debate among businesses today over the value that should be placed on customer service. Some argue that customer service is overrated and not enough to keep consumers loyal to a brand, and thus do not make it a priority. |
|
Monday, 31 March 2008 |
|
|
Consumers are no longer satisfied with simply finding a good deal after a long search online. They are also unsatisfied with cookie-cutter products that everyone else has. According to a recent Brand Keys study, today's online consumer wants product and service information that is customized to their preferences. |
|
Friday, 28 March 2008 |
|
|
Many websites are still making their customers jump through hoops to find answers to simple questions, finds the latest of Transversal’s annual customer service studies. |
|
Thursday, 20 March 2008 |
|
|
New technologies and data-driven focus are enabling more agile, responsive customer-service departments, both inside and outside the enterprise. |
|
Wednesday, 19 March 2008 |
|
|
Forget data entry. The most common question I get about work at home options is from people seeking data entry work. They imagine a company sending them files of papers to be input to a computer system. The assumption is that must only know how to type; no other skills required. That type of work simply doesn't exist in any legitimate form from home. |
|
Tuesday, 18 March 2008 |
|
|
<< Start < Previous 1 2 3 4 5 6 7 8 9 10 Next > End >> |
| Results 1 - 10 of 225 |
