Come see us at SpeechTek August 18th - 20th!  We will be at booth 515.  Hope to see you there.

If you'll be attending the Blue Cross Blue Shield 2008 Customer Contact Center & Claims Conference March 2nd through 5th in Los Angeles, be sure to look for us! We'll be in booth number 504. Stop by and say, "Hi."

  New Year – Higher Expectations

 

So you didn’t get the shiny new cell phone over the holidays? And now you’re going to buy it as a gift to yourself. Think about the choices you have—what you’ll buy, where’ll you buy it, and of course, the ongoing service you’ll need. And the company that benefits from your purchase? Well, they want to keep benefitting so they need to keep you.

 

This is just one example of the infinite buying and service choices we make everyday. As customers we’re always expecting more from the buying experience, and most definitely from the customer experience. Our customers expect more too.

 

Let’s focus on the customer experience as it relates to how callers communicate with your company. In fact, the customer experience often occurs entirely within the IVR – a convenient and effective self-service environment for customers to place and track orders, get information, make payments and change service.

 

Many studies have been done to identify the key elements for successful interaction with automated systems. The first impression and the first few transactions are essential. A professional and courteous greeting that relays brand image is the start. Then, clear instructions that move callers quickly to their destination. And of course, callers must feel confident the system they’re using and the information they’re hearing is accurate and complete. The right design with the right words, delivered by a skilled voice professional – it’s a positive customer experience! 

 

With our knowledgeable and innovative solutions, Walsh Media, Inc. can help enhance your company’s automated technology and your customers’ experience. Please give me a call - I look forward to hearing from you - on your new cell phone.

 

Tim Walsh