CRM - December 2007 - (Page 35)

Eleven strategies to ensure that you’re hearing your customers loud and clear FEW CUSTOMER-CARE TECHNOLOGIES HAVE A MORE COMPELLING ability to trigger a radical shift in both customer experience and contact center operating costs than interactive voice response (IVR) systems. IVRs with the ability to recognize human speech—commonly known as speechenabled IVRs—pick up where their touch-tone or dual-tone multifrequency (DTMF) counterparts leave off. But just because customers can talk to the application doesn’t mean it’s a panacea to prevent their frustration. In fact, the design of the system is even more important when speech technologies come into play, and voice user interface (VUI) design continues to serve as a main hindrance to stronger satisfaction rates. Designing a speech-enabled IVR system is inherently complex and requires in-depth preparation. What follows, though, are 11 process-oriented strategies to make your road to speech-recognition nirvana a little less bumpy. 1. GO FROM ZERO TO HERO A huge chunk of customer frustration with speech-enabled IVRs stems from feeling trapped in the system. Keep aggravation at bay by providing callers with the ability to opt out of the application and to get connected to a live rep—that’s how you align with customer-centric service. “What we’re looking for,” says Dan Miller, senior analyst and founder of Opus Research,“is a closer CUSTOMER RELATIONSHIP MANAGEMENT | DECEMBER 2007 35

Table of Contents Feed for the Digital Edition of CRM - December 2007

CRM - December 2007 Contents Front Office Reality Check Customer Centricity SAP’s Midmarket Design A Shift in SAP’s Growth Strategy: Buy Big to Get Bigger The Buyer Is Your Owner Prime Time for Streaming TV The Word on the Floor Market Focus: Energy/Utilities: Speaking Truth to Power (Companies) The Pulse Required Reading It’s All Coming 2.0gether Power to the People Speak Up! Document Management That's a Breeze Customers Gain Traction With Off-Road Vehicles Getting Connected With Surveys Mobile Data Gets Better Reception Secret of My Success Re:Tooling The Tipping Point Pint of View

CRM - December 2007

For optimal viewing of this digital publication, please enable JavaScript and then refresh the page. If you would like to try to load the digital publication without using Flash Player detection, please click here.