Voice of the Customer

How Much Money Will a 1% Increase in IVR Containment Save Your Company?

Moderated by: Elaine Cascio and Linda Van Doren, Vanguard Communications

Do you know that increasing IVR containment by just 1% can save even a small contact center that handles 600,000 to 700,000 calls a year around $25,000?  Often, it's small changes like increased personalization, streamlined main menu, and caller-friendly scripts that make all the difference.  Contact us to find our more – or join Vanguard experts for an ICMI webinar on "Leading Practices in IVR Design" on March 4 to learn how you can save money through increasing IVR containment.

Please take a moment to cast your vote on the IVR Containment Poll posted on the right hand side of this screen.  We will share the results during the upcoming ICMI webinar mentioned above.

Building Customer Loyalty – Be a Hero

Moderated by: Linda Van Doren, Vanguard Communications

We’ve written here many times about customer experience and customer loyalty and there have been some great discussions in the comments about what initiatives are underway to improve it.  Companies are doing a better job at knocking down silos and structuring organizations to be more customer-centric.  Metrics that look across channels and processes help build a comprehensive customer experience story.  With all of these efforts underway to improve customer service and to enhance the customer experience, how do you get to the next level and make your satisfied customers loyal ones?

This is where things get a bit tricky...

The Unthinkable

Moderated by: Anne Keefer, Vanguard Communications

Business Continuity is an important topic for all enterprises.  Usually, the discussion centers on the obvious needs of the business; available power, data connections, phone lines that work and the safety of the structure, etc.  But if someone were to walk into the data center and pull a gun, the fact that a well written plan is on the top shelf ready for step by step implementation may not be enough.

Today’s Contact Center – It’s a Jungle out There!

Moderated by: Jason Alley, Vanguard Communications

In November 2007, I wrote about a Communication Meltdown occurring in the contact center marketplace.  It became clear that relationships between end user customers and suppliers were beginning to deteriorate.  Since then, it has been my observation that these relationships have continued to diminish and that end user customers and suppliers face even greater relationship challenges in this down economy.  If you are looking to replace, or perform a major upgrade to, aging platforms in 2009 or 2010, brace yourself for an adventure – think of a backpacking excursion in the Amazon, not a trip to Hawaii.