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Boo! Scary customer service practices that make us scream - Nuance - Blog

Boo! Scary customer service practices that make us scream

Halloween is a time of frights and scares. Zombies, goblins, witches, and monsters are let loose on the public to scare and haunt them. And a good scare is tons of fun this time of year and makes us scream in delight. Good scares get our adrenaline going. But on the flipside, bad experiences that cause us to scream with anger get our blood boiling. That’s never good, but unfortunately it happens every day when consumers receive frustrating and ‘scarily bad’ customer service experiences.

Read on, if you dare, for three of the scariest customer service experiences we believe are guaranteed to make any customer scream.

“Push 1 for mortgage enquiries…”

There it is. Popping out of your phone like a monster bursting from behind a wall. The outdated IVR menu. (Cue the Jamie Lee Curtis in “Halloween” scream!) In a world of cool, new voice-enabled applications and assistants, the old fashioned IVR terrifies your customers.

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Nobody wants to wade through endless mazes of touch-tone based options and push buttons like it’s 1978. Customers will scream in frustration. Surprisingly there are still many enterprises still using this old-fashioned technology today. Our research into 50 of the Fortune 250 IVRs shows that a scarily high 53% of the companies still employ an old fashioned touch-tone IVR. Hard to believe and yet so easy to fix.

Today’s modern conversational IVRs delight callers with powerful speech recognition and natural language so callers can simply say whatever they’d like – in their own words – to get directed to the right resource. Satisfaction goes up, and frustrating screams go down.

What was your second-grade teacher’s dog’s name?

Nothing sets me off quite like the random challenge questions to prove I am who I say I am. Most of the time they are asking me something I answered five years ago and promptly forgotten, or worse, something that is not hard to find out like Mother’s maiden name. Of course, now that I am on the phone with an agent, I am the one who looks stupid. “I don’t know… Spot?”

Fortunately for everyone PINs, passwords and challenge questions are the way of the past. Call centers, IVRs and virtual assistants all over the world are adding secure biometrics to ensure the person is who they claim to be. With secure voice biometrics customers can simply state a pass phrase they don’t have to remember, or even be recognized just from a normal conversation. In addition new biometric modalities enable people to use their face, fingerprint, iris and even unique behaviors to prove their identity. All the time not having to memorize anything! “I just remembered. Rover!”

“What’s happening with my flight/package/credit card?”

Too many times a customer must proactively call a company to enquire about an issue they are having. And nothing causes greater frustration and a maddening scream like a customer service agent acknowledging, “Oh yes. I see your flight is delayed.” Huh? So they knew about it? Well, then why didn’t they let the customer know in advance and prevent the phone call?

It doesn’t need to be this way. We live in a world of powerful push notifications through multiple channels where sending a text or email costs a fraction of a penny. Why don’t more companies get onboard with proactive outbound communications? Many do but only for limited scenarios like overdue bills or appointment reminders. They fail to connect the whole customer experience due to siloed service channels.

A proactive outbound platform connected to the inbound IVR platform ensures customers are notified in advance of issues like flight delays or suspicious charges on their credit card. A well-timed text or email ensures the right outcome and also increases customer satisfaction by preventing them from calling your contact center, which reduces operational expenses. Today’s consumers want to be notified proactively; they opt in for communications that help reduce their effort. New technology allows organizations to both notify consumers and engage in a two-way conversational text dialogue using smart, natural language understanding.


Beams, not screams

Being scared and having a good scream is fun – in the right situation. Calling service channels should not elicit a response best reserved for a Friday night horror flick. With the right investments and planning, organizations can offer their customers a service experience that leaves them beaming -  not screaming.


Publish Date: October 31, 2017 5:00 AM

2021 Buyers Guide Computer Telephony Integration

AMC Technology

DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.


CRM integration
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.


NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.


What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

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