The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
Forcing Callers to Use Automation
Thursday - August 25, 2005 11:00 AM in
Our recent newsletter about how forcing callers into an automated system is a bad idea (PDF version here) has gotten more response than probably anything else we've ever published. Many of our newsletter subscribers have told us that they've been circulating the article internally, and we've gotten a couple of requests to reprint it elsewhere.
Most call center professionals seem to intuitively understand what we're saying: that trying to boost automation rates by making it hard for a caller to reach an agent isn't especially effective, and may backfire.
But without hard data, it can be difficult to convince senior management. And now we've got hard data.
In addition to the newsletter, we've also prepared a one-page summary of the data and the logic, especially for readers of this blog. Chock full of crunchy statistics and healthy regression analysis, lightly sweetened with a few bullet points. It's CEO-friendly, and has VocaLabs' stamp of approval.
Feel free to hand them out at your next VUI design meeting, and let us know if you find it useful.
Posted by Peter Leppik
But without hard data, it can be difficult to convince senior management. And now we've got hard data.
In addition to the newsletter, we've also prepared a one-page summary of the data and the logic, especially for readers of this blog. Chock full of crunchy statistics and healthy regression analysis, lightly sweetened with a few bullet points. It's CEO-friendly, and has VocaLabs' stamp of approval.
Feel free to hand them out at your next VUI design meeting, and let us know if you find it useful.
Posted by Peter Leppik
Posted at 11:00 AM by | | | |