Brian Garr

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Top Stories by Brian Garr

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 options have changed." I simply don't believe that every contact center in the U.S. has recently changed their options! So how about if we change the way we do customer service? How about if we make it easy for customers to get to the data they want, when they want it, over a plain old telephone?... (more)

Speech in the Call Center

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 var... (more)