How many times have you been frustrated with a telephone or customer service experience? Some people opt for making their feelings public, and hence we often find videos and recordings of those experiences out in the media. Some others (myself included) like to keep them as “war-stories” that can then be shared during parties or [...]
Whenever I visit an art museum and get exposed to various painting styles, I’ve got to admit I prefer Realism over other painting styles, especially those belonging to Surrealist or Abstract art movements. And I guess part of it is because with Realism, we all tend to converge on the meaning of an image and [...]
Monthly phone service: $49.99. New phone: $19.99. Privacy: Priceless. Is it really priceless? If you had to put a price to it, what would it be? A new start-up called Pudding Media thinks it has an answer for that, and it is a lot lower than you would think: free calls. In a very similar [...]
Do you love me? I was just reading an article on Fortune asking the question of whether your customers love you or not. Similar to the recent post I had regarding companies that are using customer service as a differentiator, this time around they analyze some Entrepreneurs which are not only using it that way [...]
I recently read the story about how Netflix is using its call center agents as a strategic weapon and differentiator against their competition – particularly Blockbuster. Could this finally indicate a tipping point in the way corporations view their “Cost Centers” “Call Center”? Not only are they eliminating the use of email to manage customer [...]
A common problem we always face is how to deal with Menu Choices… How many menus do I need? In which order should they be presented? Are the labels I’m using clear? Should I concentrate on actions callers can perform or objects they are looking for? In particular, one that’s pretty hard to solve is [...]
NPR has a very interesting that explores how human behavior isn’t limited to real world interactions but actually extends to others types of interactions, including virtual worlds such as Second Life. Which makes me wonder… if it’s in our nature to balance things such as personal distance and eye contact in both the real and [...]
In most conferences, events and training classes, one common argument is that Self-Service Systems and IVR would be much better if we as an industry were able to craft a set of best practices everyone would follow. In fact, the “GetHuman” movement and its standard is an attempt to dictate how customer service phone systems [...]
How many times have we heard that we should focus on our users (customers), that systems should be easy to navigate and callers should be able to find what they are looking for… as long as we include the things a current system is doing, what the website offers, and what the marketing department wants [...]
While browsing the web and reading articles about Customer Experience and their role in Customer Satisfaction, I ran across a great review by Dale Wolf where the relationship between a music band and their success when looking at their “relentless pursuit of the overall customer experience” made me realize that in a sense, us VUI [...]
