Subject:::It's Time to Accept Responsibility for Your IVR - Speech Technologies
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March 14, 2012

It's Time to Accept Responsibility for Your IVR

By TMCnet Special Guest
Dan Fox, Marketing Director of Interactions Corporation

There is a customer service revolution afoot. Consumers will no longer put up with poor customer service. As the number of product and service alternatives rises, the companies that provide the best customer experience will gain and retain, while the companies that don’t struggle to stay afloat. I swear I didn’t mean for both of those to rhyme.

Corporations are paying closer attention to the value of their customers. Those of you who follow Net Promoter Score are aware that detractors of your company (unhappy customers who feel trapped in a bad relationship with the company) are 3x more likely to speak about their experience and 2x more likely to speak negatively to 10 or more people. On the other end of the spectrum, Net Promoter Score leaders, i.e. those whose customer base contains primarily promoters (loyal enthusiasts who continue buying from the company and “promote” the company to people they know), are growing at more than 2x the rate of their competitors.

So how do you provide good customer service? Although that subject extends beyond the scope of this post, I can tell you where you can start, which coincidentally is probably the last place you’re looking: your automated system ... Read More >>>

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