Agent Desktop Complexity is Killing Customer Service
There is so much debate around the most effective way to provide good customer service and manage the volume of calls coming into the contact center via the agent desktop. Is it better to use outsourced agents, skilled base routing or IVR?
Call Compliance: Do You Share a Dark Secret with Dr Who?
Call Compliance: Do you have something in common with Doctor Who? We’re not talking about a juicy BBC contract, attractive ‘companions’, a taste for eccentric scarves or needing to carry a screwdriver with you at all times.
My IVR is up, and customers are responding to prompts—with voice and DTMF. My agents are taking calls. And I haven’t the foggiest idea what they’re doing in that “black box”. IVR Reporting can be challenging at the best of times.
Did you invest a significant amount of time, money and effort building voice applications with “Nortel Peri Pro” formerly created by Periphonics / Nortel, and now Avaya for the MPS or VPS/is IVR platforms?
Well, perhaps it’s not quite as blunt as that. But the website GetHuman.com could be easily titled “Your IVR Sucks dot com.” GetHuman lists more than 8,000 companies in 45 countries, according to their home page, highlighting ways to get around their…
Nuance, the market leader in Text-to-Speech (TTS) software, has recently announced End of Life and End of Support on some of its TTS products. For instance, Nuance RealSpeak TTS 4.5 was officially End of Support in March 2014.