Transactional IVR Survey Delivery Best Practices

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The IVR is a common form of administering transaction-based customer satisfaction surveys in the call center.  It involves delivering the survey to the participating customer automatically using pre-recorded question/answer prompts and capturing the customer's response using DTMF tones.  There are also several ways in which a survey is delivered to a customer using the IVR.  The most common include:

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WFM – Introducing a New Scheduling Process, Part 5

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OK, the schedule process changes are in full swing. Now what? Immediate and overwhelming success? That may be the case for a lucky few, but for the rest of us, we have to give it time. Part Five of a Five Part Series:

1.  Get Organized

2.  Ask Your Agents

3.  Share Your Strategy

4.  Test It

5.  Give It Time

I compare this experience to starting a diet or new exercise program.  You count calories or exercise daily yet you don’t see results overnight. It might take weeks or even a month before the results start to show up. Logic says that these things take time, but anyone who has ever dieted knows you want results right away.

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WFM – Introducing a New Scheduling Process, Part 4

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One thing I’ve learned as a product manager in the software industry is how absolutely critical it is to have test groups for your products, internally and externally as a beta group. The primary purpose of these test groups is to identify any defects or issues that would otherwise be a negative experience to our users. Part Four of a Five Part Series: 

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inContact Call Capacity

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Intrinsic to our system design is the concept of a cluster.  InContact has two primary POPs or data centers, one in Los Angeles and one in Dallas.  Both POPs and the facilities they are housed in are state of the art, providing power, cooling and security.  A cluster will be designed with redundant components in each POP, ensuring service survivability in the event of local geographic disasters and outages.  Our network, in turn, is designed with services that can operate out of either LAX or Dallas.    The question that is often brought to me is &lsquo

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Remote Workforce – Go Green, Save Overhead, Expand Talent Pool

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My earliest recollection of interfacing with an at home agent was probably 5 years ago when calling Jet Blue reservation line for questions on a flight.  I'm not sure I knew how they were at home — I think there was just buzz in the air about this somewhat new concept or I read an article.  I was fascinated by the model as they employed part time workers (benefits optional) and agents like mothers who wanted to be home when their kids came home from school etc.  . . .essentially they tapped a talent pool that would otherwise be unavailable if the contact center required them to come into a traditional contact center.

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WFM – Introducing a New Scheduling Process, Part 3

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Process changes can be difficult to handle; and especially if they are unexpected. All too often communication is a forgotten necessity of the workforce management team. The purpose of this series is to help workforce management teams to get out of the silo, help their centers understand what workforce management does, and make it easier to implement schedule process changes. Part Three of a Five Part Series: 

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