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. ☺
In the first month since the installation, overall talk times for Stream Energy agents have decreased by nearly 30%, 25% of customers have shown a preference for using the new self-service options, and almost 90% of customers using the call-back feature are finding it meets their needs. [click heading for more]
Convergys Corporation, a global provider of customer care, human resources, and billing services, has announced it has received the Market Leader Award from Speech Technology Magazine, recognizing Convergys as a leader in the consulting services category. The company’s work with the United States Postal Services was of particular interest.
USPS has received several important call automation enhancements as a result of Convergys implementations. These include speech recognition and tuning to increase the number of calls resolved through automated applications. With these changes, USPS has experienced a 30 percent increase in call containment rates in a system that handles more than 60 million calls a year. One specific internal speech application created more than $10 million in annual savings and cut misdirected calls from 21,000 to four or less per month.
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DAD & hostage to one of the country’s SMALLEST-biggest train fans - Full story
