You’ve just invested in a new Interactive Voice Response (IVR) solution or back-end data system and integrated it with your customer journeys in mind. So what’s next? You’ll need to assure that these systems actually provide the customer experiences you've designed. To do this you must test them! You have two options... you can manually test your customer journeys, or you can automate the testing process. Either way, you'll need a testing plan full of test scripts. But what exactly is a test script and how can it be applied in your contact center? What is a test script? A test script is a preset series of instructions that lays out exactly how you intend ...

Share on Twitter Share on LinkedIn Share on Facebook It has been well over a year since COVID-19 arrived and began making an impact on the business world. Employees experienced the difficulties of working from home while sharing the home with online learners and endless efforts to keep the entire family operating peacefully. Consumers found out how easy it is to have store shelves cleared of basic necessities that were never an issue when 40 hours of every week was spent at an office. Searching online for goods and services is now practiced science for many. Out of stock has come to mean “click the next link on the search page” instead of asking “when ...

Did you know that, in large contact centers, as many as 30% of all calls can have voice quality issues? And that figure was from a study before COVID-19 and the fast, forced mass transition of agents moving to at-home operations that happened as a result. Can you imagine what those numbers look like now? How Much Does Voice Quality Really Matter? Regardless of the pandemic, what impact does poor voice quality have on your business? Even if customers must repeat themselves a few times, with cell phone technology these days, aren’t we used to poor quality connections anyway? The reality is that poor voice quality can have a huge impact on many of ...

Chris O'Brien | Marketing Manager Customer experience is a moving target. What a customer expects from your business is not only based on their past experiences with you, but also on experiences they’ve had with other businesses in general. As a society, the bar is raised on CX as soon as another organization succeeds in delivering a consistently exceptional, replicable experience. While we might silently cringe when the customer in line ahead of you asks to speak to a manager, we all know we’re empowered to do the same: to demand an outcome we know is within the realm of what should be possible for a business to deliver. Consequently, many business ...

Elizabeth Magill | VP Marketing. High quality customer service has always been the unsung hero of driving company profits, and the contact center experience often plays a key role in how that service is delivered and received. Back in 1990, a Harvard Business School and Bain & Company study revealed what is still one of the most quoted customer service insights: "In industry after industry… increasing customer retention rates by 5% increases profits by 25% to 95%," reported Harvard Business Review . And while the world has changed a lot since 1990, at least one thing remained the same. According to Forrester's US 2020 ...

Clara Eckel | Marketing Manager. Contact centers weren't always the AI-driven, predictive, omnichannel complex operations they are today. Once upon a time, customers found companies' contact info in the yellow pages, and "dialed directly into a particular person with the organization," said Ann-Marie Stagg, chief executive of UK-based Call Centre Management Association, in an interview with MyCustomer . Not that they always reached this person on the phone. So, many of them wrote in. Via snail mail. Good boy conducts old-school customer experience monitoring Back then, it was thrilling just to have a dedicated group ...

Chris O'Brien | Marketing Manager. Many of the things we used to consider reassuringly normal around the holidays have been upended by the events of 2020. We’re traveling less ( 46% of US travelers planned less travel this year) spending less (retail sales are likely to drop 10.5%) and worrying more about our health, future and job security as the pandemic predictions stretch out into 2021. It used to be reassuringly normal for those of us in the customer experience space to reflect on the Black Friday retail season by trading “worst practices” and horror stories. It’s a way of good-naturedly coming together in solidarity over understaffed ...

Elizabeth Magill | VP Marketing. Organizations are constantly looking to improve their customer experience (CX). While the contact center has always played a key role in this, since we’ve been in this global pandemic, the contact center has become the place where consumers interact with organizations. And contact centers depend on complex technology to deliver that great CX. Technology which, from time to time, fails – resulting in issues such as outages, poor voice quality, prompting errors, dropped calls and delays. When it does, it’s imperative to resolve these issues as quickly as possible. Why did we partner? ...