Volkswagen Financial Services AG (VWFS) has successfully transitioned to new automated self-service voice portal technology, achieving over 90 per cent customer satisfaction rates. Previously, all VWFS customers needing to conduct business over the phone and get answers to simple queries were directed to a single contact number served by call centre agents. [click heading for more]
www.getdesign.in - My periodic blog exploring the world of business, experience design and interaction, with a smattering of gadgetry and social media. A world where business, people and technology meet.
Let's Fix Things: For over two decades I've been consulting in Communications Design: Everything from business strategy and processes, through to technology, interaction and customer experience. The thoughts here are my own, not necessarily that of my employer.
I have a penchant for spotting patterns and fixing broken user and customer experiences. Even my Bumblebee project hasn't escaped - I've been using Six Sigma techniques to study and predict their behaviour patterns. ☺