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Unified Communications: 6/17/2010 eNewsletter

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Measuring IVR Performance
An interactive voice response (IVR) platform is a sizable investment and one that requires ongoing attention to ensure it delivers positive returns. Businesses need to know which IVR investments will improve caller experiences and yield desired results. Yet, when it comes to IVR improvements, a lack of information and insight has historically stood in the way of smart, bottom-line decision making. As a result, businesses have relied on indirect metrics like containment rate to assess ROI. Disparate recommendations in the industry have prevented the establishment of a standard metric, but Task Completion Rate (TCR) promises to be the metric that will provide measurable insight into IVR performance, and ultimately ROI.
Multi-Channel Service: Enhancing the Customer Experience
Enhancing the customer experience has never been more important than it is in today’s economic environment. Customer satisfaction and retention are critical to any organization’s success and initiating a customer-centric culture and focus on the customer experience is essential to that end. This white paper explores the importance of providing customers with choices for their preferred method of support. Multi-channel service options, such as self-service via knowledgebases and downloads, live chat sessions, mobile applications, social networks, and easy issue escalation paths via the Web to improve the customer experience and increase customer satisfaction.
Seven No Nonsense Secrets to Avoid Hidden Costs with Lowest-Cost Satellite Phone Providers
The adage ‘You get what you pay for’ is always true, despite the vast efforts from marketers to convince you otherwise. Often when you pay the lowest price, you receive the lowest value for your money. The companies selling low-cost satellite phones don’t want you to know that you are undoubtedly getting less with them. When you open the shipping box, do you want your phone to be set up and ready to go? Has your lowest cost provider allowed you to pool your airtime, saving you money? Can they provide you with the kind of support you’ll need? Unfortunately the answers are ‘No’. In this revealing paper, GlobaFone CEO exposes the Seven Secrets to buying satellite phones in order to obtain the best value for your money. Anyone can provide a low price, but can they back it up.








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