Telephony Services Application Programming Interface:

Content Related to Telephony Services Application Programming Interface



• 	The Middle Path: Making IVR Self-Service Work for Your Customers and Your Business Do your customers complain about your interactive voice response (IVR) systems? Is your IVR application a help or a hindrance to your call center? This webcast presents a common sense approach in language on how to create an effective interactive voice response system that call center managers will
  Tags: interactive voice response | ivr | self-service

• Great Expectations: Self Service Automation and IVR Every call center manager knows that there are dozens of ways to measure various aspects of call center performance, including call center metrics for analyzing IVR self-service automation. Call resolution, call containment and average handle time are but a few of the call center measures of IVR performance, and for speech-enabled IVRs we can add recognition statistics, in-grammar and out-of-grammar rate....Read more

  Contributor:  Susan Hura Tags: call center | call center technology | ivr 09/06/2010  12:00:00 AM EDT

• The Best Service is No Service
  

  By Bill Price and David JaffePublished by Jossey-Bass on March 21, 2008.With customer satisfaction and customer loyalty levels flat or declining in most industries, companies are scrambling to find solutions that meet short term necessities and provide lasting change. In The Best Service is No Service, Bill Price and co-author David Jaffe describe a paradigm shift that moves the emphasis from accepting dema....Read more
  

  
  Contributor:  Book Review
  Tags: David Jaffe | Amazon | Bill Price
  02/17/2009  7:03:00 AM EST

• The Medical Community Smartphone Monitoring Revolution: Will Others Follow? Last year, AT&T Tech Support 360 service, a leading remote IT support services, launched what it called “the first online data backup service to be truly optimized for mobile devices.” The initiative, targeted at small and medium businesses, appeared to signal a desire to advance remote smartphone monitoring options. The trend has not spread rapidly, though. Instead, it is the medical com....Read more

  Contributor:  Customer Management IQ Tags: Remote Device Monitoring | Remote Mobile Monitoring | Remote Services Monitoring 05/17/2011  12:00:00 AM EDT

• 	Gulf Bank's Winning Ingredients Russ Sandlin, Executive Manager at Gulf Bank in Kuwait, spends some time with CMIQ to discuss Gulf Bank's success through technology, fitting your budget and concentrating on training. Gulf Bank was recently named Best Contact Center in the Middle East by Banker Middle East, as well as
  Contributor:   Gina Scanlon Tags: Gulf Bank | Russ Sandlin | Kuwait 09/30/2010  12:00:00 AM EDT

• Key Considerations for Implementing an Online Knowledge Base “The shortest distance between Point A and Point B is a straight line. The shortest distance between a customer with a problem and a customer with a solution to that problem is Google." What’s a Knowledge Base? Simply stated, a knowledge base is a searchable repository of information. As the Web has evolved, the phrase has generally become understood to mean a Web page that all....Read more

  Contributor:  Jay Grady Tags: knowledge management | customer relationship management | CRM 04/22/2009  12:00:00 AM EDT

• Improving Customer Service Experiences through Business Intelligence and Employee Satisfaction Customer Feedback Is Critical Today’s customer is offered a variety of ways to provide feedback regarding the customer experience with products or services. Leading companies use this customer input to continually enhance service delivery to improve the customer experience. In order to drive continual customer service improvements, companies need to focus on four areas regarding the customer f....Read more

  Contributor:  Jeremy Whyte Tags: good customer satisfaction | customer satisfaction | customer feedback 05/04/2009  12:00:00 AM EDT

• 	How Field Service Management has Impacted Business in the Past 5 Years Tim Ryerson from Fieldforce Services answers questions at the second annual Field Service Management event in Sydney such as how far the field service management industry has come in the past 5 years, including the largest issue of safety. Priya Radhakrishnan of GE Energy discusses automated
  Tags: Fieldforce Services | GE Energy | Australia

• A Solution to the Social Media Call Center Conundrum If you are like me, and so many other people today, you’ve connected through LinkedIn, set up your profile on Facebook, Twitted your Tweets and MySpace’d your favorite music performers to view road schedules. But what business opportunities are there around social media, and how do you integrate it into your call so that it's a media, marketing or call center channel for interac....Read more

  Contributor:  Keith Fiveson Tags: social media | call center | social media strategy 11/11/2009  12:00:00 AM EST

• Customer Service Excellence Within a Call Center Environment: A Discussion with Derek Bishop In the current economic crisis, ensuring that your company is operating its call center effectively is critical. Derek Bishop, the former Head of Customer Service for the global financial security firm AXA, speaks about the challenge facing call centers today. With his extensive experience in the financial services industry, Bishop explains why now more than ever it’s crucial to listen to the voice....Read more

  Contributor:  Derek Bishop Tags: customer | call center | call center representative 04/20/2009  12:00:00 AM EDT

• Build a Knowledge Management System You Can Be Proud Of Let's face it. People are busy. Many customers nowadays prefer to hunt down the best solution for themselves. Some don’t actually want to speak to a customer service agent on the phone. Nor do they want to wait days on end for an e-mail response. The logic here is simple: Your customers are thinking that in the time it takes them to locate your phone number, place a call, navigate thr....Read more

  Contributor:  David Ciccarelli Tags: centralized knowledge repository | customer service | centralized knowledge sharing services 02/17/2009  12:00:00 AM EST

• Does A Slow Growth Economy Affect Service Levels? Several months ago a friend sent me an article with the headline, “Providing good service is the key to surviving the down economy.” I have seen similar headlines in articles, blog postings and on-line discussions repeatedly since the start of the recession, all claiming that a bad economy threatens service levels, and that we must remain focused on serving our customers, now more than e....Read more

  Contributor:  Peter Gurney Tags: service | service levels | service delivery 05/11/2010  12:00:00 AM EDT

• 1 800 Flowers - Undercover Boss Draws Wrong Conclusions The latest episode of Undercover Boss was for 1-800-Flowers. Jim McCann (founder and CEO) and Chris McCann (President and COO) are brothers and seem to treat each other in that older brother-younger brother dynamic. This episode takes us on a journey through flower shops and a candy factory. [eventpdf] Chris McCann’s visit to the candy plant was the most revealing. I’ve watched conta....Read more

  Contributor:  Tripp Babbitt Tags: contact center | call center | management 12/31/2010  12:00:00 AM EST

• Celebrate People Skills for National Customer Service Week National Customer Service Week brings well deserved attention to dedicated customer service and technical support reps and all that they do.  To that end, I pledged a few weeks ago to write at least one customer service post each week to honor the people and the field of customer service. This post is the 2nd in the series in preparation for National Customer Service Week. Celebrate People-Skill....Read more

  Contributor:  Kate Nasser Tags: National Customer Service Week | Kate Nasser | people skills 09/09/2010  12:00:00 AM EDT

• 5-Step Plan to to Get Employees Invested in Your Metrics Shyam Kumar is the Client Engagement Manager at UP! Your Service, a leader in building service cultures for companies. Kumar has recently been writing about engaging employees in service metrics. In this article, he outlines a five-step process to get employees invested in your service metrics. The original post can be found here. Employees often don't care about service targets because....Read more

  Contributor:  Shyam Kumar Tags: Customer Service Metrics | Customer Service | Employee Buy-In 06/02/2011  12:00:00 AM EDT

• Turning Data into Profit: Using the Customer Experience to Drive Improvement and Growth at Oracle It is well documented that optimizing customer loyalty has a direct and positive impact on a company’s financial performance and strategy. Increasing customer loyalty through improved customer experiences can be driven by the insight gained from a comprehensive customer feedback program. As companies have better visibility into the attitudes, expectations and preferences of their customers, they ca....Read more

  Contributor:  Jeremy Whyte Tags: ROI | root cause analysis | customer loyalty 02/17/2009  12:00:00 AM EST

• 	Retaining, Maximizing Talent Using Gladwell's 'Outliers' Malcolm Gladwell’s 2008 book, Outliers, was a runaway No. 1 best-seller. His oft-mentioned “10,000-hours rule” – the idea that practicing one task for that many hours will almost guarantee success in a field – sparked frequent water cooler debates around the world. The
  Contributor:   Cory Bennett Tags: Talent Retention | Rewards and Recognition | Employee Incentives 05/03/2011  12:00:00 AM EDT

• 	Customer Service Excellence Within the Call Center Environment: A Discussion with Derek Bishop In the current economic crisis, ensuring that your company is operating its call center effectively is critical. Derek Bishop, the former Head of Customer Service for the global financial security firm AXA speaks with Customer Management IQ’s Blake Landau about the challenge facing call centers today.
  Contributor:   Blake Landau Tags: Derek Bishop | customer service | VOC 04/06/2009  12:00:00 AM EDT

• 	Straight Talk with Call Center Extraordinaire Art Hall Art Hall is a call center expert. As manager of Alvarez & Marsal Business Consulting, he believes we are no longer in the service economy, but rather the experience economy; however, he sees that companies are currently struggling because most are not delivering on this experience. In this podcast,
  Contributor:   Blake Landau Tags: people management | voc | voe 04/08/2009  12:00:00 AM EDT

• 	Customer Service Excellence in a Downturn: A Panel Discussion We are no longer in the customer service economy—we are in the customer experience economy. However, because businesses are distracted by the economic downturn, most have forgotten the importance of the voice of the customer. In this podcast panel, Marcia Johnson, Senior Operations Officer of
  Contributor:   Blake Landau Tags: economic crisis | Glacier Bancorp Inc. | after call survey 04/13/2009  12:00:00 AM EDT

A glossary of keywords, acronyms and general terminology used in day-to-day professional work, Customer Management. If you would like to add to, edit or comment on this page, please drop us a line at info@customermanagementiq.com