VoiceVision

Validation – this word has been making many in pharma industry shudder at the thought for almost 15 years.

Next week promises to be a busy and interesting week for a few of us at Vision Point Systems. I’m on my way to Brussels for an ISPE conference on Improving Productivity with Risk-Based Validation.

What if a company figured out what real customer service was? And what if that company decided to make serving the customer their true mission, instead of just trying to take customers’ money?

One quick way to gauge the health of an organization or a project is to ask, “Who’s in charge?” The answer will likely be illuminating. Projects need authority to function well.

Part of evaluating IVR is knowing what makes a good IVR.  One obvious critically important component is the voice itself.  Recently, we were fortunate enough to have the chance to talk with with Marcus Graham, CEO of GM Voices.

The Switchboard Operator is extinct, as a job description, anyway.  Machines have been routing our calls for decades, but in recent years, the automation of this process has been refined and significantly improved.

Congratulations are in order for Leslie Dove, one of our business analysts, for passing the ASTQB Foundation Level Certified Tester exam this week. ASTQB is the American arm of ISTQB, the International Software Testing Qualifications Board.

I got a C in Physics, but I believe the 5th law of Thermodynamics is that it’s cheaper to keep customers than get new ones. Customer Satisfaction is what every contact center aspires to cultivate and manage, but getting an accurate assessment can be challenging.

“The day you sign a client is the day you start losing them.” – I think I heard it on TV.  It’s a platitude, of course. We know just as surely that  each day takes us closer to our eventual death.

DTMF stands for Dual-Tone Multi-Frequency. This is the technical term for the sounds you hear when you press the keys on your telephone. DTMF does more than just let you know that you pressed a key.