Voice of the Customer

Using the Customer's Voice in IVR Usability Testing

Moderated by: Dale Graff, Vanguard Communications

Nothing says “voice of the customer” quite like having the customer voice be the reason they are making a call for customer service within 12 seconds of reaching the IVR.  Let me explain.  Back on July 7th I described how I am working on a project that uses Natural Language Understanding (NLU) as a front door to an IVR system.  The system was brought in for Wizard of Oz usability testing recently and the project received very valuable feedback that will help a health insurer reach much higher self-service rates for members calling with questions.  Here are some quick observations from the testing.

Are Your Quality Scores in Sync with Your Customer Experience Initiatives?

Moderated by: Linda Van Doren, Vanguard Communications

In earlier posts, we’ve discussed measuring the customer experience, and how many of you are working on what that means to your organization.

So, if you’re like many of our clients who are in the midst of initiatives focusing on understanding what the customer experience is (e.g., Customer Experience Management, Balanced Scorecards, Net Promoter Scores), what are you doing in the contact center to support those efforts? Specifically, what is the state of your quality department?

Yes We Can

Moderated by: Elaine Cascio, Vanguard Communications

 

No matter who you voted for, I’m sure this phrase gained new power on election night.  It’s an attitude, a promise and a commitment to work together, to stretch and achieve more than we expect possible.  Yes We Can is a good way to approach our 9 to 5 jobs, especially these days when many of us are feeling uninspired or discouraged.  It’s a simple vow to work together instead of protecting turf, to overcome obstacles instead of putting barriers in the way, to use our energy to think positively rather than dwell on the negative. 

 

Let us know how you’re putting Yes We Can to work.

A day in the life…

Moderated by:  Anne Keefer, Vanguard Communications

You may not be a Wall Street Financial Analyst, or a candidate running for political office, but you are a leader and manager of people.  You’re a Contact Cente Manager and times are tough.

A new day, a new month, and a quick look at your schedule this morning reminds you: