With the amount of varied contact center platforms always on the rise leads decision makers to struggle with finding the right choice. This is because it is rare that any of these platforms stand out. This is where Genesys gains a competitive advantage from its competitors. This is because Genesys’ PureCloud are microservice based contact center tools.
Genesys is a complex system, but it is also the pulse of your contact center. That means when making changes in your test lab environment, it’s crucial to make sure your deployment keeps things stable. Many companies trust their engineers to push changes that can make or break your customer experience, but developing a working proof of concept beforehand can save your company from a lot of headaches when things go wrong. This is where contact center test labs come in handy.
Your IVR Prompts Are Too Wordy
You’ve probably noticed the absence of the word “please” in the previous IVR script problems section. That’s intentional. The wordier your script is, the more cumbersome it is for your customer to engage. In other words, don’t overestimate your caller’s attention span. Remember, proper voice direction and tone can help you keep your IVR scripts short without making the customer feel hurried or snapped at. If you must say “please”, use it sparingly, such as in the main prompt: “Please hold for the next available representative.”
Other phrases, words or options to eliminate:
For This, Press One:
Generally the construction of a DTMF prompt is structured like “For [action], press [key to press].” As you progress through the menu you can drop the press for long menus in a technique called Tapering: “For Sales, press one. For Service, press two. For Technical Support, three. Directions, four. Store Hours, Five.” As the menu progresses, your words in the menu streamline or taper off. The caller gets the idea of how to use the system. This probably isn’t the first IVR they’ve ever called into.
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For years, one to one marketing has been a function of a limited number of Interactive Voice Response (IVR) application or some websites. The notion of figuring out who you are and what you might want should be more than that, a notion. And, all of the same techniques available for the voice and web channels are present for chatbots.
Your IVR Prompts Are Too Complex
A easy way to avoid common IVR script errors is reducing the complexity of your prompts. Many businesses get marketing or web content writers to craft their IVR prompts. The first caution here is that the written word does not match the spoken work. The Voice User Interface (pronounced Vooey) designer strikes a balance between being informative and keeping the IVR interaction simple to use. This whole process can feel a little confusing for the caller if not done correctly. Many companies make the mistake of assuming their callers need a lot of information up front and most of that is driven by a misguided legal group reading copy. TIP: Read your prompts out loud – If they sound strange, are difficult to speak or sound stilted to you, the designer, imagine how they will sound to the caller? They need to be changed
However, your customer knows who they are calling and why, so make it easy for them to get where they want to be. Here’s a simple IVR script example greeting: