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Next Generation Contact Centers: Getting Social Right

  (Note: This article was also featured in the February edition of Contact Center Professional) Social media is transforming the contact center landscape.  When your company gets social media right, it can be very good:  engaged customers, a data gold mine, and the opportunity to let your best customers become your best advocates.  When you get social...

Rate Your IVR Sales Leveraging Efforts

IVR sales leveraging is using your IVR system to cross-sell and upsell to current customers who call your customer service department. By automating targeted offers through the IVR system, sales leveraging enables you to increase sales and increase the return on investment of your IVR system. Use this scorecard to rate your IVR sales leveraging effort....

Do's and Don'ts for Implementing IVR Sales Leveraging Techniques

IVR best practices include proper implementation of IVR sales leveraging techniques, as described in this article by hosted IVR services provider USAN. Implementing IVR sales leveraging techniques may seem like a complicated endeavor. You have multiple offers, a plethora of customers to offer them to and several IVR sales leveraging techniques to choose from. Here...

IVR Quiz: Sales Leveraging Techniques

Take this IVR quiz to find out how much you know about using IVR sales leveraging to increase your sales. Then read our IVR white paper to learn more. How much do you know about using IVR sales leveraging techniques to increase your sales? Take our IVR quiz to find out. Read the questions carefully...

IVR Myths Busted #3: Some Tasks Are Too Complex to be Automated in an IVR System

Is there a task that you automatically send to the call center agents because you think your IVR system can’t handle it? If so, you’re missing an opportunity to increase your IVR system utilization and ROI. This is the final in a series of articles that breaks down popular myths associated with IVR systems and...

IVR Myths Busted #2: Increasing IVR System Utilization Decreases Customer Satisfaction

Are you settling for less than 80% utilization of your IVR system? If so, chances are good you’ve bought into one or more common misconceptions about IVR systems that are preventing you from achieving better utilization. This is the second in a series of articles that breaks down popular myths associated with IVR systems and...

IVR Myths Busted #1: No Standard Exists for Measuring IVR Utilization

Do you know what percentage of calls your IVR system is successfully processing? This data is key to making improvements in IVR system utilization and increasing your return on investment. But few IVR system vendors want you to know your true IVR utilization rate. This is the first in a series of articles that breaks...

Five Tenets of Improving the Customer Experience

I. The customer is our reason for being here. A Small Business Trends article entitled “Sixty Eight Percent is Yours to Keep” explains that “sixty eight percent of clients who leave do so because they feel unappreciated, unimportant, or taken for granted.”  Replacing 68% of your client based is not an option, so the solution...

ICMI ACCE Conference & Expo

USAN will showcase to conference attendees their Multi-channel Customer Engagement platform including cloud-based contact center products for inbound, outbound and self-service applications as a gold sponsor at the 2013 ICMI ACCE Conference and Expo in Seattle, WA. Contact center management and customer experience professionals will be among the attendees at the showcase, which will demonstrate a single customer...

Bad IVR experiences lose customers

IVR can be a great tool for companies in decreasing customer wait time and increasing customer satisfaction, but customers are sometimes not overly fond of automatic response systems--especially when they have bad experiences. A new poll shows just how costly those bad customer IVR experiences can be.  The nationwide poll found that more than 8 in 10 respondents...

Call Center Solutions: Trends to Watch

If your image of a call center is simply a bunch of people in cubicles with phones and a keyboard, times have changed.  Today’s customers expect to interact with companies on a variety of platforms—phone, e-mail, chat, text, and social.  As customers’ expectations have changed, call center solutions have grown increasingly sophisticated.  Here are a...

Cross-channel Customer Experience Metrics Provide the Diverse Data Companies Need

The business today that doesn't take its analytics into account is likely experiencing a great deal of difficulty meeting its customer's demands. Considering analytics, however, is only the latter part of the battle. The first essential consideration that is related to customer experience metrics is the manner in which the information is gathered and then...

Proper use of an IVR can avoid a bad rap from frustrated callers

A recent report by Forrester Consulting finds that more than 80% of consumers prefer phone support over email and other devices -- but the majority of customers feels frustrated and burned when they get caught up in an interactive voice response (IVR) menu. But the report fails to mention how IVR call center technology has benefited both...

ICMI ACCE Conference & Expo in Seattle, WA

Visit USAN at booth 607 for additional information and to receive a “Find Your Cloud” t-shirt. USAN will host a prize giveaway for a Kindle Fire and will particiapte in the Passport to Prizes promotion where attendees can have their passort stamped at particiapting vendors and redeemed for a chance to win prizes.  

The Growing Problem of Fraud and the Contact Center’s Role in Combating it

Financial institutions continue to make account access more convenient for their customers by adding more paths of interaction to perform account transactions. But as each new method of transacting business opens, additional potential security threats appear. Even before the advent of the internet and e-commerce, criminals have continuously developed new and more ingenious ways of...