Solution to gethuman standard - making it really work with Guided Self-Service

Source: Changing Call Centers

" Humans first - In cases where a human is available, a human should quickly answer the call and determine the caller's need...

How to make this work: Use a Guided Self-Service option. In Guided Self-Service every call, by definition, is answered and monitored by a human. The human just happens to be totally aided by automation..."

Your Call Menus Can Turn Off Your Customers

Source: Changing Call Centers

"It seems [in the J.D. Powers study] that getting help is the biggest obstacle, when menu options don't make sense, whether DTMF or Speech, then the quality is totally compromised. Also, when the caller is not routed to the right department or agent, then first call resolution is compromised. "

The Cost of Error in Your IVR to Increase by 40%

Source: Changing Call Centers

"What does it cost every time a caller opts out of your IVR? You may need to brace yourself and your staffing budgets for 2007 and 2008. The Federal Minimum Wage hike approved by Congress this week could now make that 40% more expensive every time it happens."

Source: Changing Call Centers

"Is this the basic instinct that drives us to press zero to talk to a live call center agent when we call a company? When we reach the live agent, do we know when someone "hears" us, no matter if you are calling from your cell phone in a crowded room?"

Source: Changing Call Centers

"What did you like about product X", or "What did you think about when you learned about product X?" ? These groups and questions are designed to elicite free form responses from the participants and give rich material for the surveyor to learn from. Why do focus groups ask questions like this? According to Richard A Krueger, " We want people to listen to us. . . . Focus group interviewing is about listening. It is about paying attention. . . . being nonjudgmental. . . .When used appropriately, the process improves listening".

Source: Changing Call Centers

"I think the biggest real challenge for call center managers is how to manage the ever increasing call volumes with never increasing budgets for staff.

You can have all the CRM technology you want, but when there is a call spike and not enough agents to answer the phone, then what happens to the caller experience?"