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.
Learn from our managing partner Seth Wilson about how genesys pulse can be utilized for real-time metrics and analytics in contact centers.
There are things in life that I refuse to do if it’s a complete waste of time. These are things that are repetitive, never completed, and under appreciated. I have a list of such activities. Number one on that list is “folding socks”.
That’s time you never get back. Nobody cares if you folded all of your socks or not. If you sent a message out to all of your co-workers and customers saying “Hey I folded all the socks today!”. They wouldn’t read it, and the second time you sent that message they would create a rule to automatically delete all future messages.
Folding socks is not personally fulfilling to me. I don’t think I’ll be on my deathbed thinking: “I wish I had spent more quality time folding my socks.”
I could be surprised, but doubt it’s going to happen. [Read more…]
Ease of use vs security
Cloud computing has become a way of life for many companies. If you want to offload the responsibility of taking care of a server farm. This usually leads to great cost savings in the form of less capital expense in buying and upgrading servers. Which also means, fewer people needed on-hand to manage those servers, and a decrease in costly downtime when hardware fails at your contact center. However, using “the cloud” can also be stated as “using someone else’s computers”. Consider these factors before looking into your next IVR replacement or migration. Some questions to ask a vendor when using their computers to store your data. One of the key questions is “How secure is the platform?”. If your company is dealing with sensitive data (HIPAA , PCI/DSS , financial information, SSN, etc.), then the security questions become even more important.
Similarly, you have to choose a cloud vendor that is certified to handle and manage your specific data sets.
Boost results without breaking the bank
Your company has built its customer support and sales contact center on the finest technology platform. This is a good start, but you want to ensure that you meet (or hopefully exceed) your customer expectations while protecting your bottom line. The starting point for any improvement is a thorough understanding of your unique business requirements. Establishing exactly what you are trying to achieve in terms of financial, customer service, and other benefits. Once you have this baseline, we then move onto helping implement tools such as omnichannel touchpoints and VUI design to build up customer satisfaction and loyalty. [Read more…]