June 17, 2013

Motivating call center agents – without raising their pay :)

by Evelyn

“People often say that motivation doesn’t last. Well, neither does bathing – that’s why we recommend it daily.” – Zig Ziglar

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June 14, 2013

Making Sense of Call Center Data

by Evelyn

 

 One of the great ways of evaluating and optimizing your call center is to have a data driven analysis of your Call Center’s IVR system. But many call centers find it challenging to make sense of all the data collected. Here’s a simplified look at some of the data collected in a call center:

 

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June 14, 2013

Voice prompts for Error Recovery Strategies

by Evelyn

“Mistakes are a fact of life.  It is the response to the error that counts.” – Nikki Giovanni
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June 12, 2013

A great VUI design

by Evelyn

“Everything is designed.  Few things are designed well.” – Brian Reed

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May 22, 2013

IVR in innovation: IVR used in weight mgt?

Believe it or not, The University of Vermont  College of Medicine , conducted a pilot study to explore the IVR Technology as a tool for weight loss and maintenance  for patients who are or were obese.  Read more about it  here.



May 22, 2013

Customer Experience (CX) as a Call Center metric?

Customer experience – the trending buzz word in the customer service industry has certainly spurred many organizations to adopt it in their business goals and strategies. But what can measuring Customer Experience  really do for your company? International Customer Management Institute (ICMI) asked Kerry Bodine, Vice President & Principal Analyst at Forrester for her take on the emergence and evolution of Customer Experience as a quantifiable metric.

Read more here.



May 22, 2013

IVR survey (Part II): Design considerations

by Evelyn

What makes an effective IVR survey?  In continuation of our topic on IVR survey,  let’s look at  some important factors to consider when designing an IVR survey:
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May 21, 2013

IVR Audit – why and how to do it?

by Evelyn

What is an IVR audit? Are IVR audits and IVR usability tests one and the same?

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April 24, 2013

Understanding IVR survey (Part I) : Methodologies

by Evelyn

“Feedback is the breakfast of champions.” – Kenneth Blanchard

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April 24, 2013

Top 5 Customer Experience trend of 2013

Call centers are always striving to be better in their customer engagement efforts.  But do you know what are the top 5 customer experience trends?  Learn about the challenges and discover what you can do about it for your call center.  Read more here at Call Center Times.



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Welcome to our blog! Here, we cover observations and experiences in delivering the brand experience through everyday processes. That's because we're in the business of creating and managing great customer experiences. This blog has lots of space for your comments, and we want to hear from you on how you deliver what you promise in your daily work; also, your experience as customers. Our homepage is www.mcgasia.com.my. There, you can also find out more about our IVR services, consulting & training on how to brand from the inside out. Come by anytime.

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