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9/8/05 - Bad IVR Trees Create More Calls
To continue our discussion about good incentives gone badly specifically as it relates to IVRs, I'm learning that many of you have strong feelings on the subject. Tell me more!
I've heard from many of you saying that a bad IVR implementation creates more calls to the organization that have to be handled by customer service reps. However, by the time the call reaches the CSR, hostilities have made the experience more difficult. The message seems to be that it would be better for the caller to have never had to experience "IVR hell." Amen.
I don't want IVR technology to get a bad rap. There are so many good things about creating positive self service experiences. The problem is assuming that the IVR can handle all problems and assuming that all callers should have to go through the entire sequence of options.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Selectica announced general availability of Selectica Contract Performance Management Version 2.1. Available as an on-demand service or an installed software application, the solution goes far beyond standard contract repository, authoring and workflow tools to provide a platform for managing the cost, compliance and performance of complex buy and sell side contractual relationships.
RightNow Technologies announced the University of New Mexico (UNM) has successfully rolled out a major new application that uses a help desk based on RightNow Service.
SAP announced that Austrian insurance company Wiener Stadtische Versicherung AG is deploying the SAP Mobile Sales packaged solution to help a total of 2,500 insurance agents across its organization improve customer interactions during sales visits.
When Dr. David Wallace realized that more than just surgical expertise was needed to make LA Sight a success, he turned to GoldMine software from FrontRange Solutions and FrontRange Partner Relationship Automation for customization services. GoldMine not only tracks patient contacts, schedules and sales, but also serves as a valuable marketing resource by recording every step in the clinic's marketing process - from first contact to consultation to follow-up.
Corra Technology announces a new cost comparison calculator. The calculator compares the cost of Salesforce.com, a closed source, hosted CRM system to the Sugar Suite by SugarCRM, a new commercial open source solution. CorraTech developed this calculator as a means to evaluate the difference in Total-Cost-of-Ownership (TCO) between the two systems.
Motive announced that it has entered into an agreement with Radialpoint to integrate Motive's Internet Security Management Solution with Radialpoint Security Services. This move will help broadband providers drive subscriber adoption of optimal Internet security practices that help protect against unexpected service threats and interruptions.
Salesnet launched Salesnet25.com, the official preview Web site dedicated to the company's upcoming 25th Anniversary Edition. Beginning immediately, the Salesnet25.com Web site will reveal several new features each week for Salesnet customers and prospective customers to review.
Witness announced its North American Customer Advisory Committee (CAC) for 2006. The committee is comprised of customers from a variety of vertical markets - such as the financial services, automotive, insurance and telecommunications industries - that leverage Witness Systems' workforce optimization solutions as an integral part of their business.
Vignette announced that it has signed six value added resellers (VARs) through its relationship with value-added distributor Access Distribution, a General Electric company. Infused Solutions, Intelligent Technology Systems, Laurus Technologies, LCN Technology, Sharpe Consulting LLC and SIS Technologies have agreed to resell Vignette's collaboration and portal products in the United States and Canada.
Service Strategies announced that over 1,000 certification audits have been completed worldwide under the industry leading Support Center Practices (SCP) Certification program.
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 FEATURE WEBCAST (more) |
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"Transforming Your Enterprise with A Real-Time Contact Center"
Donna Fluss, Principal, DMG Consulting
From her soon to be released book ("The Real-Time Contact Center), Ms. Fluss shares her thoughts on how new systems, tools and best practices can transform your contact center from a closed operating environment into an essential corporate player. Learn how hot trends like IP, offshore outsourcing, performance management and real-time analytics will make the next five years the most exciting in contact center history.
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| CRMAdvocate Stock Index |
| CRMSI | 39.91 |  | 0.52% |
| Dow Jones | 10,633.50 | | 0.42% |
| Nasdaq | 2,172.03 | | 0.24% |
| S&P 500 | 1,236.36 | | 0.24% |
| Top Gainers |
| Vignette | 16.04 | | 0.80 |
| RightNow | 13.02 | | 0.56 |
| salesforce.com | 20.86 | | 0.49 |
| Top Losers |
| Verint | 38.02 |  | -0.50 |
| Oracle | 13.41 | | -0.15 |
| eLoyalty | 6.1 | | -0.11 |
| Complete Stock Index |
| As of close 09/07/05 | |
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 Case Studies (more)
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Carlson Marketing Group With IEX - Within six months of implementing IEX Carlson Marketing had already seen a service level increase of nearly 10 percent.(IEX Corporation, a Tekelec Company)
|  | | Stellar Call Centres Improves Operational Effeciency - With Verint' ULTRA suite of Contact Center Actionable Intelligence Solutions, Stellar Call Centers increased the effectiveness of its quality management program, improved operational efficiency and enhanced the value of its offerings. This has translated into better service for customers and a sharper competitive advantage.(Verint Systems)
| | | MEDEX Global Group With Epicor - MEDEX needed a CRM system with integration capabilities to enable sharing of information across the organization. They found their solution in Epicor Clientele CRM.NET and can now share detailed contract and service information, have improved flexibility in adapting to growth and changing business processes through Web services architecture, and the ability to create HIPAA (Health Insurance Portability and Accountability Act) compliant reporting.(Epicor Software Corporation)
| | | Carlson Hospitality Worldwide with IEX - In the first year, CHW said it eliminated 1,000 hours of shrinkage per month and reduced labor costs by 8 percent. Manual processes were automated and cycle time was reduced.(IEX Corporation, a Tekelec Company)
| | | EDS-Saturn Can Grow with Witness - The most critical factor in EDS-Saturn's decision to implement eQuality was the software's ability to grow with the organization and meet ever-changing industry demands. While EDS-Saturn currently uses eQuality to record interactions from both a voice and data perspective, the software can evolve with EDS-Saturn as the organization adopts other mediums for interacting with customers, including e-mail and Web chat.(Witness Systems)
| | | Prophet 2004, a Sales Opportunity Management Solution - After looking at sales management software including Prophet 2004, ACT! and custom development, Brandrud selected Prophet to help their sales organization establish a sales process for the first time in company history.(Avidian Technologies)
| | | LifeWay Improves Contact Center - Learn how the ULTRA suite of Contact Center Actionable Intelligence Solutions helped LifeWay improve agent performance, enhance customer experience, and increase revenue through cross-sell, up-sell and new products and services based on identified customer needs.(Verint Systems)
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"OUR TAKE"