Publications
Inside This Page
Avaya White Paper - IP Telephony Finally Ready for Customer Service
Avaya Speech Recognition IVR Article - Receive More from your IVR Investment
Dial Interactive News Article - Purdue University Contact Center Benchmarking
Dial Interactive White Paper - Real E-Mail Network Solutions
Dial Interactive News Article - How to Prepare a Technology RFP
Dial Interactive News Press Release - CTI Unlocks Contact Center Efficiency
Nortel NUG-IT Magazine- Contact Center Assessment
PDF Files
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Avaya White Paper - IP Telephony Finally Ready for Customer Service: The telephone is still the major form of remote communication between businesses and their customers. It is sometimes easy for us to forget the importance of the telephone because of the sizzle provided by other newer technologies such as Web Collaboration, Email, Wireless Data, and Instant Messaging. The list just goes on from there. However, IP Telephony is our chance to take advantage of the latest in technology advances while meeting the needs of the most demanding telephone users --- the customer service center. This article explores key items to examine in order to achieve the same great service provided by telephone service but utilizing IP, including: integration between the data applications and the telephone, application deployment, multiple contact channels, administration, contact treatment and queuing, centralized/distributed environments or both.
Avaya Speech Recognition IVR Article - Receive More from your IVR Investment: The key with any IVR application whether Speech-Enabled or Touch Tone is to continuously improve and monitor the application. Have you ever been locked in voice mail jail? For example, the IVR asks you 5 minutes of questions only to tell you at the very end to call back when the HOST computer is back online. Some of these issues are obvious but others go on for years without being improved. The IVR application is installed and forgotten about. Think about it…how well would you car work if you only changed the oil every 5 years. IVRs must have periodic tune-ups or they will lose touch with customer expectations. A detailed analysis of IVR statistics can often lead to areas for improvement, for example 1) where are people opting out of the IVR and why? 2) Are agents getting calls that could be easily handled by the IVR? 3) Would speech recognition shorten the time a customer has to spend in the IVR? Answers to these questions can increase your self-service success rate. Often a few design changes can make a large impact. These changes can be implemented for relatively few dollars and can end up saving millions dollars.
Dial Interactive News Article - Purdue University Contact Center Benchmarking: DI is recognized as Certified Contact Center Auditors by the Center for Customer-Driven Quality at Purdue University. Our consultants can conduct a comprehensive review of your existing contact centers. The review will involve technology assessment, performance data analysis, customer satisfaction surveys, live monitoring, interviews of agents/managers/customers, and many other methods to identify improvement areas. In addition, DI can compare your center against a database of over 5000 contact centers worldwide maintained by Purdue University.
Dial Interactive White Paper - Real E-Mail Network Solutions: FACT or FICTION? How is your corporate e-mail being maintained? How well is your corporate e-mail being answered? Probably not as well as you think! The FACT is that companies do not respond to e-mail inquiries pertaining to service and sales support as well as they respond to phone call inquiries. We e-mailed over 10 online companies utilizing e-mail support meta tags provided on their Web sites just to see how well they all handled their so called electronic super-duper ask for support help desk situation. The best response time we received was 2 hours! The FICTION is that some company's think this delay is acceptable! Today you can have a well oiled, “lean mean fighting machine” type of internal mail infrastructure that will correctly manage your corporate e-mail server network and is designed specifically for your immediate deployment of sophisticated e-mail management services - without incurring either additional technology personnel or large infrastructure investments.
Dial Interactive News Article - How to Prepare a Technology RFP: Structure a contract that will reduce the risk of change orders that are always involved in any capital expenditure project. Conduct a comprehensive review of your existing contact center and telecommunications applications. A DI review will involve a technology assessment, requirements analysis, interviews of agents, managers, customers, and other methods to identify actual business requirements. Information acquired from the assessment process will be transformed into a comprehensive RFP so that the RFP can be sent only to vendors qualified to meet the overall business requirements. This approach saves valuable executive management time.
Dial Interactive News Press Release - CTI Unlocks Contact Center Efficiency: A well integrated CTI application can be the missing link in your overall contact center's efficiency and customer satisfaction targets. Customers should not have to repeat themselves after giving valuable information to an IVR system at the front end of a call and a costly agent should not have to sit quietly listening to it either. With today's CTI platforms, it is no longer necessary or acceptable for agents to ask a customer to repeat information that they just entered 60 seconds ago. We all know that this happens all too often, and the inefficiency does not stop here. What about when the agent needs to transfer a customer to another agent? The first agent waits on the phone 2 - 5 minutes with the customer in a queue for the second agent, wow we have agents waiting for agents. The key to putting an end to these scenarios for your company is to justify the application based on actual ROI. The payback time for CTI applications can be 1 year or less.
Nortel NUG-IT Magazine- Contact Center Assessment: Contact centers are a fundamental part of the way modern companies interact with their customers. For many customers, the occasional interaction with a contact center agent may be the only time they deal directly with your company. Other customers may contact you through new channels such as Web or Email. How do your contact centers stack up against other similar centers? Are your customers expecting better service? Do you have a process in place to continuously monitor your centers and benchmark them against other centers? When conducting a contact center assessment or re-engineering study you need to analyze the technology and the business process - and examine every key area of your contact center operations. An assessment should include your center's strengths as well as potential problem areas. Make sure you have your results prioritized for positive results. By properly assessing your contact center and comparing to your industry peers you will take an important step towards providing an improved customer experience.
