Voice technology has made a tremendous impact on the enterprise as it can automate many processes, reduce call costs for the company, and deliver faster results for the customer.
Few organizations, however, have really leveraged the full capability of voice, especially in self-service channels. When an organization understands that they could save as much as 90 percent per call by integrating voice with the full knowledgebase, further investigation will likely occur.
In its latest white paper,
Five Best Practices to Make Your Knowledgebase "Talk", TuVox, Inc., explores the use of voice automation to maximize the value of knowledgebase content to improve customer support. When an organization can effectively integrate voice applications with the knowledgebase, customers are better served and the organization can fully capitalize on the investment in that information.
This white paper presents five best practices in full detail to achieve this end and they include:
- Identify content appropriate for speech automation.
- Consider also the demographics of your callers; are they victims or volunteers?
- Script the content for audio delivery.
- Use ‘pointers’, an ‘end focus’ redundancy and choose words carefully.
- Create the right structure for your speech applications.
- Cross-links and context-sensitive dialog lend to effectiveness.
- Provide effective caller control features.
- Test, deploy and tune the speech applications frequently.
TuVox provides a well-detailed and thoughtful insight into the benefits of automated voice self-service solutions. Check out this white paper to determine if such information dissemination would appeal to a broader range of your customers to improve customer service and support.
Want to learn more about voice technologies? Then be sure to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP
Communications industry. The library offers white papers, case studies and other documents which are free to registered users. The papers are authored by industry leaders, who, in turn, receive qualified sales leads from interested parties. Check here for the latest in CRM information.
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