The Good and the Bad of Self-Service Call Centers
User Interface difficulties with "self-service" ...
"The people who make those maddening speech-enabled call center systems met this week at the New York Marriott Marquis hotel, where the management just installed an even more maddening and irrational elevator dispatch system, to the constant annoyance of SpeechTEK 2005 attendees.
Appropriately, one of the show's first panels featured a group of industry leaders discussing what makes for a successful speech recognition implementation, and why businesses should avoid infuriating customers with badly designed speech interfaces.
Lynda Kate Smith, chief marketing officer for Nuance Communications Inc., offered food for thought by exploring the importance of the customer experience and how call centers help or harm that experience." continued ... (Via eWeek)
"The people who make those maddening speech-enabled call center systems met this week at the New York Marriott Marquis hotel, where the management just installed an even more maddening and irrational elevator dispatch system, to the constant annoyance of SpeechTEK 2005 attendees.
Appropriately, one of the show's first panels featured a group of industry leaders discussing what makes for a successful speech recognition implementation, and why businesses should avoid infuriating customers with badly designed speech interfaces.
Lynda Kate Smith, chief marketing officer for Nuance Communications Inc., offered food for thought by exploring the importance of the customer experience and how call centers help or harm that experience." continued ... (Via eWeek)
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