True Customer Experience Lifecycle Management requires technical infrastructure for self-service, proactive engagement and contact center coordination – plus enterprise-wide orchestration, business intelligence and advanced analytics to make data-driven decisions that inspire, align and guarantee business performance.
This whitepaper details West’s point of view on Customer Experience Lifecycle Management maturity and roadmaps to help brands achieve it.
Just like your car, your IVR solution needs regular checkups to ensure that it continues performing optimally. Here are some quick tips for basic IVR tune-up and to provide your customers a highly-intuitive, automated experience.
When an IVR system shows a rise in callers failing at prompts and transferring to an agent, speech recognition often gets the blame. Three usual suspects all-too-often mask common IVR struggles as speech problems.
While repeat callers and poor first contact resolution can often be an organizational headache, their causes can actually serve as a wellspring of valuable insights into customer pain points and opportunities for growth.
Encouraging self-service is a major element in delivering a more connected customer experience. Leverage these four steps to start reducing organizational costs, increasing multi-channel efficiency and improving customer satisfaction.
The more you can confirm about a customer from the get-go, the more trust you build, and the faster they’ll reveal their intent. In the IVR, this is known as identification and verification (IDV), and it acts as the first impression for every caller.
In today’s mobile world, customers not only crave intuitive communication with brands — they demand it. Companies in every industry are finding that to deliver on this demand, they must successfully orchestrate interactions across multiple channels at once.
IVR remains a central pillar in delivering effective customer support — even on smartphones. Because the phone call isn’t disappearing anytime soon, it’s just as important as ever to ask: What makes a good IVR system?
Recognizing that 25% of annual call volumes originated outside of North America and each call with an agent costs $2 on average, Western Union saw an opportunity to expand the global capabilities of its IVR and create a consistent self-service experience for customers.
Long-term ROI and success requires strategic thought, patience and cross-functional effort. What buy-in do you need from your organization to deliver the experience your customers want?