http://www.tuvox.com/blog World-Class Customer Service Tue, 04 Nov 2008 20:58:54 +0000 http://backend.userland.com/rss092 en I've written at great length about how you can have the "best of both worlds" -- cost-saving automation AND high caller satisfaction. I'll concede that there are millions of ways to implement automation poorly and there are relatively few ways to do it right.  It's a challenge, to be sure. So I ... http://www.tuvox.com/blog/caller-experience/maximize-customer-satisfaction-and-maximize-automation/ You may have seen the press release or the article mentioning the Speech Technology Award won by Time Customer Service. Time Customer Service is the global customer service, information systems, marketing services, and subscription fulfillment operation of Time, one of the world’s largest publishing companies, with a stable of titles ... http://www.tuvox.com/blog/callcenter-automation/time-customer-service-earns-fifth-consecutive-speech-award-for-tuvox/ There’s little doubt that personalization (automatically delivering relevant information) and customization (controlling the display) have been a boon for surfing the web. We get more relevant information, find things more quickly, and are more likely to stumble (or Stumble) upon things of interest. This works for the web experience because we ... http://www.tuvox.com/blog/caller-experience/now-its-getting-personal/ Kaizen is the Japanese word for "a change for the better" ("kai" means "change" and "zen" means "good"), which results in "continuous improvement".  (1) Striving for excellence, always looking for ways to improve what already exists, and believing that one can impact change, is at the heart of the Kaizen spirit. Speech ... http://www.tuvox.com/blog/callcenter-automation/kaizen-for-customer-service-speech-applications/ Driving and any other activity shouldn’t go together because it’s really not multitasking but “distracted driving.” Yet in our busy lives today, we are all trying to squeeze out that extra few minutes while we are driving. For example, while driving to work, I want to make my credit card payment since ... http://www.tuvox.com/blog/caller-experience/dont-touch-tone-and-drive-just-speak-it/ I recently experienced an Internet service outage with Comcast, so I called their customer service line at 1-800-COMCAST to report the issue. I entered my phone number and pressed [1] for English. I pressed [1] for service issues, then [2] for Internet issues, then I pressed [3] for service issues (again). Then the ... http://www.tuvox.com/blog/caller-experience/the-worlds-worst-cross-sell/ Download Did We "Get Human" Yet?The recent issue of Business Week (3/3/2008) has an update on the "Get Human" initiative started by Paul English in 2005. For anyone living under a rock during 2005-2006 when Paul was making the rounds of NPR and MSNBC, here's what GetHuman is -- you go ... http://www.tuvox.com/blog/caller-experience/did-we-get-human-yet/ Download Your Call Is Important -- Not.Since last summer when we launched TuVox Speech Central, people have been sending me stories about really bad IVR and ACD systems that they call into. I've been keeping a running list of some of the most offensive (and untrue) statements ever uttered by these ... http://www.tuvox.com/blog/caller-experience/your-call-is-important-not/ Recently, I came across a video making fun of voice automated apps in an unusual service automation scenario: confessing your sins. The video gently nudges the issue about how callers are at the mercy of rigid and badly designed voice apps. Sadly, in real life there are lots of badly designed voice ... http://www.tuvox.com/blog/caller-experience/go-to-hell/ A colleague recently sent me an article by Donna Fluss at CRMXchange. In her article, she highlights the new American Airlines self-service application called Remember Me. I like Donna's take on it: American Airlines’ recently announced initiative changes the dynamics slightly and shifts some of the responsibility for ... http://www.tuvox.com/blog/caller-experience/giving-the-jailhouse-key-to-the-caller/