Brian Garr

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When combining self-service and traditional call center components, it is important to clearly define the call-flow process so that all interactions work seamlessly. The solution should incorporate built-in contingency plans that connect customers with a live agent as soon as additional assistance is required. Savvy companies achieve the best of both worlds by enhancing the customer experience while reducing the overall cost of customer care. Lowering the unit cost of customer interaction is a complex process that involves weighing the pros and cons of numerous interconnected variables. In the 1970s and 1980s, most speech technologies concentrated on routing calls through IVR systems, handling simple inquiries, and generally yielding very low customer satisfaction results. Over the past three years, advancements in conversational technologies have enabled the deploym... (more)

Please Read This Entire Article As Our Options Have Changed!

Being the good techie that I am, I did the majority of my holiday shopping on the Internet last month. That means when things go wrong as they rarely, but sometimes do, you have to turn to the telephone for customer service. That was fun. Using your index finger, you poke a series of digits and alternate between looking at the phone so you can see the numbers and listening for the appropriate responses until you either give up, or actually find the data you are looking for after much listening and punching. And, by the way, "please listen to this entire message because our option... (more)