Power Pack Your IVR Solutions to Enhance the Customer Experience

1. Power Pack Your IVRSolutions to Enhance the Customer Experience Brett Crutchfield Product Manager, Contact Handling

2. Agenda • Background • Best practices • Bright ideas • Questions

3. background

4. IVR

5. Interactions by Channel Source: ContactBabel 2008

6. Reasons for Inbound Calls Source: BenchmarkPortal, All Industries Report 2007

7. IVRs Not Getting it Done Only 18%of respondentsstated IVR met their needs Source: Forrester Research 2003

8. Why IVR? Do More With Less

9. Source: Gartner, Fall 2003

10. Does it Have to be That Bad? A good IVR delivers results • Decrease cost • Increases revenue • Increases customer satisfaction

11. Some Best practices

12. Know Your Customer!

13. Strategy • Know your goal: routing, self-service, etc. • Make it easy to get an agent • Minimize number of steps to achieve task completion • Collect information only if you need it • Don't change the IVR too often (e.g., more than quarterly)

14. Mechanics • Keep menus short • List the most common menu selections first • Keep prompts short • Announce the destination followed by the number to press • Use a single voice throughout the IVR • Allow the caller to make a selection at any time • Use consistent numbering and commands (e.g., # to return) • Deliver collected information to the agent (if used) • Auto-repeat at least once if no response is collected • Avoid jargon • Test the failure scenarios

17. Routing • Simple menuing • Intelligent routing • Priority routing • Automated attendant • Callback

18. Simple Menuing

19. Intelligent Routing

20. Priority Routing

21. Automated Attendant

22. Callback

23. Information • Account balance lookup • Order / ticket status • Dealer locator • Inventory / part lookup • Hours of operation / contact information

24. Account Balance Lookup

25. Transaction Processing • Simple order placement • Payment collection • Satisfaction surveys

26. Other Tips, Tricks and Resources • Customer preferences memory • Queue size announcements • High volume warnings • After-hours options • Avoid voicemail • Text-to-speech • Speech recognition

27. More on Speech Rec • A short list of IVR navigation commands • Numeric sequences (zip code) • Alpha-numeric strings • Yes / No questions • Numeric values • Currency • Date / Time

28. Disaster recovery

29. What Kind of Risks? Environmental • Hurricane • Snow storm • Pandemics Deliberate • Sabotage • Terrorism • Labor disputes Loss of Utilities • Power • Water • Gas • Systems Failures • Power • HVAC • IT Incidents • Server failures • Data Loss • Cyber crime • Other • Public transportation disruption • Workplace violence

30. DR-Related Issues to Consider • People • Facilities • Heating / Cooling • Power • Water • Structural integrity • Equipment / Workstations • Servers / Databases • Transportation

31. inContact is critical technology that enables your disaster recovery solution.

32. inContact & DR • Alternate routing • Administrative notification • Emergency notification • Emergency messaging • Overflow routing • Employee safety check-in

33. inContact Best Practices for DR • Maintain % of at-home “capable” agents • Build in script "placeholders" for emergency messages • Script special routing when no agents are found during business hours • Implement an “emergency mode” that is activated over the telephone • Test end-to-end systems regularly

34. Emergency Routing Example

35. Three Key Takeaways One Two Three IVR is a great way to: 1. Decrease cost 2. Increase revenue 3. Satisfy customers Know your customer! THEN build solutions to serve them. Experiment! Start small and evolve solutions that strike a win-win between you and your customers!

36. Brett Crutchfield Product Manager brett.crutchfield@incontact.com