Tag Archive for: Customer Experience

Call center headset cartoon

Will Technology Kill the Call Center?

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We recently posted a blog on how smart phones could be used to bypass automated attendants and deep dial into a call center with a Smartphone visual menu.   This  blog received a lot of interest and the follow on questions clearly indicated…
Telephone order call flow diagram

“Call flow” the callers experience when reaching your business!

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Having managed 1000's of telephone system deployments over my career, one subject continues to be the project "speed bump".    You might think that the core issues of network configuration, WAN traffic planning, QOS and DHCP services might…
Telephone order call flow diagram

Live Operator or Automated Attendant?

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Remember, you never get a second chance to make a first impression! How you handle an incoming telephone call will largely define your company to the calling public, scarefully consider what image you want to project. Some businesses feel strongly…
Telephone order call flow diagram

Live Answer or Autoamted Attendant?

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The genius mathematician and founder of the area we know as Cybernetics, Norbert Wiener coined the phrase “the human use of human beings”. Writing post WW2, his frame of reference was societies growing concern with automation. The concept…

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