6 Frightful Contact Center Experiences

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Ghosts

Think it’s scary this Halloween? Imagine being in charge of your company’s contact center and being held responsible for providing a terrible customer experience. Now there’s true terror for you! Last week I highlighted few examples of issues discovered through predeployment testing. Today I’d like to highlight the goblins that await you if you don’t […]

Top 10 Communications Systems Failures

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System Failure

I’d like to share the top 10 issues Empirix has discovered while working with clients in the past 45 days. Hopefully these insights will help you think about your own communications environment and how it effects the customer experience. In previous posts, I’ve commented on the end-to-end testing methodology which Empirix considers to be the best […]

The Happy Effects of a Positive Customer Experience

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Positive Customer Experience

So often we hear that when a customer burns a company via social media, it spreads like wildfire. There is definitely truth to that. However, what we don’t hear as much about is the effect that a good experience has on customers. With that in mind, Empirix recently polled 66 people via social media channels […]

If at First You Don’t Succeed, Test, Test Again

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Test Failure

Over the past few months, I’ve talked about the importance of communications network testing end to end. Today I’d like to bring the idea through to its logical conclusion. Read: The Right Ingredients to Build an Impactful Testing ROI Case I’ve consolidated below some real life use cases into a single connected view of end […]

Take a Closer Look: Voice Portal/IVR Testing

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Big Data

By this time, you probably already know the initial steps in end-to-end testing: first, look at your infrastructure and second, test applications and voice quality. Now let’s take a look at voice portal/IVR testing. The basic procedure is accomplished in a similar way to that of testing Applications and Voice Quality. You need to automate […]

Customer Service Automation: Do it Right!

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Customer Service

OK, I get it. You put in an automated interactive voice response (IVR) system because it saves you time and money. Fewer agents needed to answer calls. Some of my basic questions answered without me needing to wait for a live person to help me out. You can shoot me over to the right department. […]