Tag Archive for 'cost reduction'

Take a Byte Out of Support Costs

Published
by
Nick Ezzo
on January 15, 2009
in how-to's and webcasts
. 0 Comments

NickI’d like to take this opportunity to blatantly promote our upcoming webcast called Take a Byte Out of Support Costs.

It’s a 15-minute case study of a TuVox customer that is in the hyper-competitive personal computer industry.

Take a Byte Out of Support Costs

Register for the event here.

Here’s an excerpt:

While warranty callers waited on hold, non-warranty callers received free technical support.

Find out how TuVox On Demand saves this company hundreds of thousands of dollars each month with a simple-but-effective IVR-based warranty validation system.

Today, warranty callers get help fast, and non-warranty callers can choose a paid support option or web-based self-help.

I hope you’ll join us on January 28th!

Register here.

Maximize customer satisfaction AND maximize automation

Published
by
Nick Ezzo
on October 16, 2008
in call center automation and caller experience
. 0 Comments

NickI’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 was happy to read an article at Next Generation Power and Energy that talked about exactly that.

“We’ve seen customer preferences shift in accepting technology over the years. Customer feedback now clearly shows that in many cases, customers prefer using technology for some transactions when it’s designed well.” says Tucker Mann, Vice President Customer and Market Services, Progress Energy.

It’s refreshing to see a public utility out in front of this issue.  Utilities have gotten a bad rap for their customer service, and now it seems companies like Progress Energy are leading the charge.

Kudos, Progress Energy!