Archive for May, 2006
Customers Say What Companies Don’t Want to Hear
Wednesday, May 24th, 2006
Which do you believe is a more important factor in customer buying decisions, companies providing employees with a 360° view of customer relationships plus sharing data across division lines—or companies empowering their employees? Or brand strength versus communicating respectfully to customers? Or...
IVR cartoon – Wait Time
Saturday, May 20th, 2006When properly utilized, IVRs can help control the number of calls that make it to a live rep by offering various routing options, and providing lots of useful information at the customer’s request. It is unlikely that an IVR will be used as it is depicted in this cartoons, but telling people how long the wait time will be is certainly an option available in many systems.
