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If you are running a call center take the time to really understand your call center and why your customers are calling. It is important to know who is calling, how often they are calling, the objective and the goals they are trying to achieve, and when they make those call. When you build that picture up you can really see where speech recognition is going to have the biggest impact. Once you’ve finished that, the next step is to integrate, see speech recognition as just another channel within your contact center, and make sure that it integrates smoothly so that customers get the same functionality and feelings as they would get in dealing with other parts of your business. When they come to launch speech recognition do it as a pilot, try it with your customers first and get their feedback about how they want it to work in your business. - Paul Barnes of Fluency
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