John Hibel, on Feb 27, 2015 9:30:00 AM
If you're the Vice President of Contact Center Operations, you have a lot on your shoulders. You’re responsible for one of the most highly-visible customer interaction points in your business. You set the strategy for customer care fulfillment and it’s your job to measure the results and report them to your company’s leadership team.
Because your responsibilities lie at the intersection of customer experience and a huge cost center, you’re under the magnifying glass.
John Hibel, on Sep 1, 2014 2:02:00 PM
Agner Erlang was a Danish mathematician. A century ago, he developed a formula that affects your IVR capacity purchases today. Thanks to Erlang, if you’re planning to deploy an IVR system on premise, you can predict how much capacity you need to buy.
Erlang’s formula zeros right in on the busiest hour of the busiest day. That’s your peak traffic period, and unless you want angry callers you’ll need to buy just enough capacity to handle that peak. Erlang tells you how much.
The trouble is, when you deploy enough capacity on premise to handle the peak, you end up paying for a lot of capacity that goes unused in the valleys. In fact, you may be shocked at how much idle capacity you’re paying for when you buy a premise-based IVR system.
Mark Clark, on Sep 1, 2014 8:00:00 AM
Over the last ten years, most of the IVR market has shifted to the cloud and that’s created a lot of disruption. If it’s been a few years since you’ve considered an IVR upgrade, you might be surprised to learn that the “usual suspects” for your vendor short list aren’t the usual suspects anymore.