Kirsi O&#39;Connor

Contact Center Productivity

Should I be calling my own contact center?

Nov. 10, 2010

Kirsi O'Connor recommends this answer by Steve Davidson

Don't only call your call center from HQ on good-quality business phones, either. Call it from a range of places your customers hail from. Use business phones, residential phones, cordless phones, cellphones with the battery half run down. Call from the sticks as well as ... more

Contact Center Security

How do you market on LinkedIn?

Nov. 2, 2010

Kirsi O'Connor and 4 other people answered this question

I've set up a page for our company and populate our tweets and blog posts there. Various employees follow different groups and we post e.g. calls for partners to these groups from time to time. We tried advertizing on LinkedIn for a couple of months. ... more

Nov. 1, 2010

Kirsi O'Connor and 12 other people answered this question

Leaving Voice Mail – Yes or No?

These days with executives going from one meeting to another it is difficult to get to talk to somebody right away. Leaving a voice mail adds a touch point and, as mentioned in the previous responses, may warm up the lead and give a positive ... more

Nov. 1, 2010

Kirsi O'Connor and 4 other people answered this question

How long does it take to set up & start using an IVR system?

Really depends on the kind of IVR you have developed or purchased and your infrastructure. Often it is the integration with the telephone system that takes the longest. After all, it can take a month just to get a line brought in. In terms of ... more

Contact Center Software

I hate getting IVRs (interactive voice recognition) when I call a company. Do you agree?

Oct. 28, 2010

Kirsi O'Connor and 5 other people answered this question

I definitely feel that way if I run into a poorly designed IVR. However, I have noticed that I wish more companies had IVRs when:
- I have to wait in queue to talk to a person when my task could easily have been taken care ... more

Call centers: Automated phone systems vs. live person

Oct. 22, 2010

Kirsi O'Connor and 2 other people answered this question

How much automation is too much depends on your product/service and your customers.
- If my task is easy, basically not requiring talking to anyone, it irritates me that I have to wait in queue to talk to an agent
- If my task could easily ... more

Customer Service Representatives

Automated Phone Systems

Automation

Oct. 22, 2010

Kirsi O'Connor and 2 other people answered this question

Is using predictive dialer software the most cost-efficient way to operate a call center?

The advantages that using predictive dialer offers are quite significant. Firstly, using predictive dialer eliminates manual dialing. Secondly, the system hands the live calls to the agent meaning that it has weaned out bad phone numbers and no responses.
This case study talks about a ... more

What are some ways to lower your "cost per interaction" within a call center setting?

Outsourced Call Center

1 more topic

Oct. 22, 2010

Kirsi O'Connor and 2 other people answered this question

As mentioned by Craig, an IVR system can be part of the answer. Firstly, IVR can reduce costs by:
- providing self-service outside office hours
- routing calls (no time wasted talking to the wrong agent)
- handling more basic tasks leaving more time for the agents to ... more

Call Center Experiences

Who are the top vendors for a predictive dialer system?

Oct. 22, 2010

Kirsi O'Connor and 4 other people answered this question

A lot of customers build predictive dialers (among other IVR applications) with our software Pronexus VBVoice. It's a free application and comes with three sample applications for developing predictive dialers.
Regards,
Kirsi
http://www.pronexus.com more

Contact Center Technologies

Predictive Dialer System

Oct. 22, 2010

Kirsi O'Connor and 4 other people answered this question

IVR software in a contact center?

Whether an IVR would increase your productivity depends on two things: what you have in place now (systems and processes) and how you would use the IVR.
I can think of a couple of ways how IVR can improve productivity:
- IVR can provide self-service outside ... more

Contact Center Software

How can an IVR software help increase my agent's efficiency?

Oct. 22, 2010

Kirsi O'Connor and 2 other people answered this question

There are a lot of ways how IVR software can increase the efficiency of your agents. Here are some examples:
- IVR can provide self-service outside office hours
- IVR routes calls based on what the caller needs to do (no time wasted talking to the wrong ... more

Has anyone built their own stay-at-home call center?

Call Center Technology

2 more topics

Oct. 22, 2010

Kirsi O'Connor and 1 other person answered this question

We have lots of customers who have built (small and large) call centers using our interactive voice response (IVR) software, Pronexus VBVoice.
Benefits: easier to find people, cheaper
Drawbacks: lack of control, more difficult to manage
I would recommend PC-based VoIP phones for the agents, it'll make ... more

Marketing

Which survey software would you recommend?

8 more topics

Oct. 22, 2010

Kirsi O'Connor answered this question

Depending on your product/service and your customers, another way to conduct surveys is by using phone instead of computer. E.g every time I take my car to the dealership, their IVR gives me a(n automated) call and asks a few questions. I would say that ... more

Oct. 22, 2010

Kirsi O'Connor and 1 other person answered this question

Does speech recognition offer customers a positive experience?

We have lots of happy customers who have implemented speech recognition IVRs ranging from basic to very sophisticated. I agree with Willy that before deciding on a technology, it is useful to take a step back and carefully analyze who your callers are and why ... more

Who are the top IVR vendors in the market?

Call Center Features

Call Center Technology

5 more topics

Oct. 6, 2010

Kirsi O'Connor and 2 other people answered this question

It really depends on whether you are looking for a ready-made IVR solution, a tool to build an IVR or someone to custom-build one for you.
At Pronexus we offer an IVR toolkit that integrates with Microsoft Visual Studio as well as professional services to ... more

Contact Center Technologies

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