Touch Tone Vs Speech
14. February 2008
Click here to listen to the difference.
Customer service research continues to demonstrate that the majority of customers do not like the services offered by traditional touch tone systems - most tolerate or even hate navigating these services, and at the same time are frustrated by limited access to live call centre agents for even the most mundane of requests.
Cirquent’s recent research into over 200 contact centres shows UK organisations are now taking this seriously and are making “Improving the Customer Experience” and “Developing Self-Service” two of the key issues being addressed in 2008.
“At Cirquent we have been listening to the experiences provided by UK retailers and comparing them with best practice use of current call automation technology.” says Jon Lingard, Head of Speech, Cirquent Ltd.
“The results are startling!”, Lingard continues.
You can listen to these real call examples by clicking here.
Cirquent can transform the way organisations offer self-service with caller centric experiences that deliver the most compelling business benefits.
Through our experience of enhancing existing contact centres by using industry best practice, we understand why organisations are failing to introduce effective speech technology. A copy of the "Why Speech Projects Fail" factsheet is available by clicking here.
