Comments for Contact Solutions LLC http://www.contactsolutions.com Mon, 05 Dec 2011 20:41:46 +0000 hourly 1 http://wordpress.org/?v=3.2.1 Comment on CX Framework Award Recognizes Years of Customer Focus and Improvement to IVR Solutions by Paul Logan http://www.contactsolutions.com/2011/11/18/cx-framework-award-recognizes-years-of-customer-focus-and-improvement-to-ivr-solutions/#comment-75 Paul Logan Mon, 05 Dec 2011 20:41:46 +0000 http://www.contactsolutions.com/?p=1798#comment-75 Doc, Thank you for weighing in on this hot-button topic. Your comments about IVR are both harsh and accurate. We agree with you, and we recognize that millions of other consumers feel the same way you do. Frankly, this industry has set the bar so low on the IVR customer experience, that consumers like you have never been given a reason to believe that any IVR experience can be good. It’s no wonder that only the U.S. Congress gets a lower satisfaction rating than most IVR systems. But even that’s a close race. It doesn’t have to be that way. We’re very passionate about changing this industry for the better, and the CX Framework that won this award is one of the things we believe will make a big difference. Honestly, Doc, you’re the reason we do what we do. You and the millions of frustrated consumers like you deserve better, and we believe we can make that happen. In fact, your comment has inspired a broad range of responses that we’ll incorporate into new blog posts in the coming days. Stay tuned and keep the comments coming. Doc,
Thank you for weighing in on this hot-button topic. Your comments about IVR are both harsh and accurate. We agree with you, and we recognize that millions of other consumers feel the same way you do. Frankly, this industry has set the bar so low on the IVR customer experience, that consumers like you have never been given a reason to believe that any IVR experience can be good. It’s no wonder that only the U.S. Congress gets a lower satisfaction rating than most IVR systems. But even that’s a close race.

It doesn’t have to be that way. We’re very passionate about changing this industry for the better, and the CX Framework that won this award is one of the things we believe will make a big difference. Honestly, Doc, you’re the reason we do what we do. You and the millions of frustrated consumers like you deserve better, and we believe we can make that happen. In fact, your comment has inspired a broad range of responses that we’ll incorporate into new blog posts in the coming days. Stay tuned and keep the comments coming.

]]> Comment on Does Your Call Center Cost Reduction Strategy Include Continuous Improvement? by Henry Silva http://www.contactsolutions.com/2011/12/02/does-your-call-center-cost-reduction-strategy-include-continuous-improvement/#comment-74 Henry Silva Sat, 03 Dec 2011 05:41:16 +0000 http://www.contactsolutions.com/?p=2041#comment-74 Thanks for sharing this information. I never thought from that angle. Thanks for sharing this information. I never thought from that angle.

]]> Comment on CX Framework Award Recognizes Years of Customer Focus and Improvement to IVR Solutions by Doc http://www.contactsolutions.com/2011/11/18/cx-framework-award-recognizes-years-of-customer-focus-and-improvement-to-ivr-solutions/#comment-73 Doc Fri, 02 Dec 2011 07:47:38 +0000 http://www.contactsolutions.com/?p=1798#comment-73 No, we customers don't hate "bad" IVR, we hate ALL IVR. Get a live human being to answer my call or lose me as a customer. The only "good" IVR is one I've worked my way around in order to cost the company I called as much money as possible. No, we customers don’t hate “bad” IVR, we hate ALL IVR. Get a live human being to answer my call or lose me as a customer.

The only “good” IVR is one I’ve worked my way around in order to cost the company I called as much money as possible.

]]> Comment on Security is Vital for Insurance IVR Solutions by Nancy Munro http://www.contactsolutions.com/2011/01/20/security-is-vital-for-insurance-ivr-solutions/#comment-8 Nancy Munro Fri, 08 Jul 2011 18:45:56 +0000 http://www.contactsolutions.com/blog/?p=552#comment-8 Do you have a list of what HIPAA requires from an IVR? Do you have a list of what HIPAA requires from an IVR?

]]> Comment on Improving Customer Service Through the IVR can Save Companies Millions… Billions? by Andy Wibbels, Director of Marketing, Get Satisfaction http://www.contactsolutions.com/2011/05/09/improving-customer-service-through-the-ivr-can-save-companies-millions-billions/#comment-9 Andy Wibbels, Director of Marketing, Get Satisfaction Mon, 09 May 2011 20:06:44 +0000 http://www.contactsolutions.com/blog/?p=721#comment-9 Thanks so much for linking to our infographic about bad customer service! Here's a link to our full gallery of juicy infographics http://bit.ly/gs-infog Thanks so much for linking to our infographic about bad customer service! Here’s a link to our full gallery of juicy infographics http://bit.ly/gs-infog

]]> Comment on Monitoring and Detailed Reporting Are More Effective than Magical Thinking for IVR Solutions by K O'Connor http://www.contactsolutions.com/2010/12/08/monitoring-and-detailed-reporting-are-more-effective-than-magical-thinking-for-ivr-solutions/#comment-7 K O'Connor Wed, 08 Dec 2010 18:10:17 +0000 http://www.contactsolutions.com/blog/?p=506#comment-7 You make great point. I think more companies should aim at continuously improving their IVR system. The IVR is an important customer touch point so it should get as much attention as e.g. the company website. You make great point. I think more companies should aim at continuously improving their IVR system. The IVR is an important customer touch point so it should get as much attention as e.g. the company website.

]]> Comment on Apple is Betting on the Cloud by Welcome to the Cloud Decade « The Contact Solutions Blog http://www.contactsolutions.com/2009/12/15/apple-is-betting-on-the-cloud/#comment-4 Welcome to the Cloud Decade « The Contact Solutions Blog Fri, 22 Oct 2010 12:08:33 +0000 http://contactsolutions.wordpress.com/?p=220#comment-4 [...] this blogger has reported previously, the biggest technology players are betting on the cloud to find new ways to bring new services to [...] [...] this blogger has reported previously, the biggest technology players are betting on the cloud to find new ways to bring new services to [...]

]]> Comment on It’s the 4th Quarter, Folks by Apple is Betting on the Cloud « The Contact Solutions Blog http://www.contactsolutions.com/2009/10/19/its-the-4th-quarter-folks/#comment-3 Apple is Betting on the Cloud « The Contact Solutions Blog Thu, 21 Oct 2010 21:05:25 +0000 http://contactsolutions.wordpress.com/?p=187#comment-3 [...] mentioned in an earlier post that cloud computing is one of the top 15 technology trends according to Forrester (and they oughta [...] [...] mentioned in an earlier post that cloud computing is one of the top 15 technology trends according to Forrester (and they oughta [...]

]]> Comment on Welcome to the Cloud Decade by The Cloud Decade Part Deux: HBR’s Bright Management Ideas « What’s New With Shared IVR Services http://www.contactsolutions.com/2010/01/11/welcome-to-the-cloud-decade/#comment-5 The Cloud Decade Part Deux: HBR’s Bright Management Ideas « What’s New With Shared IVR Services Tue, 02 Feb 2010 16:06:06 +0000 http://contactsolutions.wordpress.com/?p=233#comment-5 [...] our January 12, 2010 post, we talked about the Harvard Business Review’s list of the 10 most important management ideas of [...] [...] our January 12, 2010 post, we talked about the Harvard Business Review’s list of the 10 most important management ideas of [...]

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