IVR - "Set it and Forget it"? - Bryan Crouch - ContactCenterWorld.com Blog
Oh, how i miss Ron Popeil. He was the godfather of the infomercial, and I can still vividly remember the products he would promote from food dehydrators to hair in a can. Perhaps his most famous tag line was used to sell his Ronco Rotisserie Oven to untold thousands of consumers- "Set it...and forget it!". A brilliant marketing ploy, indeed. It summed up the ease of use for a seemingly complex kitchen implement. What does this have to do with contact centers? First, a couple of rotisserie chickens would certainly help with the atmosphere in the breakroom. Second, as our technology within the contact center gets more sophisticated, have we adopted a "set it and forget it" mentality? While the line is great for selling kitchen products, it can be a real thorn in the side of contact center operations. Nearly all contact centers utilize an IVR these days, and they have grown increasingly more complex over the years. By simply setting them and forgetting them, we can be losing out on revenue from a number of different angles. Who analyzes the IVR path to determine if customers are able to easily navigate the system? Are the prompts easy to understand? Is there a pound out option? What is the least complex tree that can be created? Does my hold music foster a sense of well-being and calm within a customer? There are so many questions to be considered. It seems like a simple ground level piece of technology, and in a lot of ways it still is. However, since it is often the first impression a customer gets of our contact center, how often are we checking to make sure it is running smoothly and efficiently? A little "food" for thought....
Publish Date: December 11, 2014 10:11 PM