VoiceVision

Cross-functional agents – agents responsible for handling more than one class of business transaction in a contact center – are valuable in many situations.

People really like IVR systems for simple tasks, and they overwhelmingly support IVR systems notifying them when important things are coming up, like the bill coming due, and stuff like that!

The latest in our article series – The People in Your Neighborhood is up on ICMI’s website. This article looks at the Voice of your Organization – the IVR, and the elements of both GOOD and BAD IVR.

Jim Schweitzer, Director of Commercial Technology Services at Vision Point Systems, will be presenting at next week’s 2nd Annual Medical Communications and Information Summit in San Diego.

IVR Maintainability reflects your ability to change and configure the automated voice menus that your customers navigate to accomplish their goal when contacting you. It is the first point of our VoiceVision 14 Point Diagnostic which we will discuss in detail.

The latest in our article series – The People in Your Neighborhood is up on ICMI’s website. This article looks at the backbone of the Call Center – the Agent, and the tools they need to build a value-based relationship with customers.

A lot of people say they hate IVRs, but we think they really just hate bad IVRs. Occasionally (OK, frequently) we run into bad IVRs, too. Since IVR is what we do, we try to help.

The first of our new article series – The People in Your Neighborhood is up on ICMI’s website. This first piece covers the reason we’re all in business – the customer.

It’s time to dust off the “Teachable Moments” blog tag. I’m regretting deleting the voicemail I just got from a telemarketer (who will remain nameless thanks to my quick trigger finger and weak primacy memory effect).

As has been widely published in the media, GlaxoSmithKline has settled crimincal and civil complaints with the US government for fraudulent marketing of Paxil, Wellbutrin, and Avandia, to the tune of $3 Billion in fines.