Speech self-service is still a minority toolset in the touch tone-dominated call center world, but its impact on the customer experience continues to improve for such companies as DirecTV and Orbitz.
Alan Hubbard, senior vice president of Aberdeen Group's customer service and support group, reveals that while only 20% of best-in-class companies have speech self-service, 86% of those firms have seen their customer retention and satisfaction rates climb. They have also witnessed a 10% drop in abandoned calls. [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. ☺