Mobile Apps in the Contact Center

With the proliferation of mobile apps I don’t know why contact centers have not embraced them? Whether it’s a tablet or smartphone, mobile apps can help a contact center improve customer satisfaction, off load call volumes, augment existing self service offerings, and improve SLA metrics.

One Smartphone/Tablet mobile application I think every contact center should employ is a visual IVR. Most if not all of us have had the experience of trying to navigate a company’s IVR. Press 7 for X and press 8 for Y. The problem with the approach is that it is time consuming, sometimes a response requires a # or a * which doesn’t always get recognized, and navigating an IVR on a smartphone is even more challenging.

Why not implement a smartphone application which gives you a visual option you can simply click on to engage? For example a caller would have the following options on their device, View Accounts, Speak with Agent, Ask a general question, you get the idea. The visual menu is exactly the same as the IVR but all you have to do is click the option and you are connected.

Aspect Software, the company I am employed by, can and has developed many mobile applications for some the largest corporations in the US. If your organization hasn’t developed a mobile application strategy for its contact center, it is going to be at a competitive disadvantage. Existing customers and potential customers will migrate to companies that understand and employ technologies that make it easier to do business.

What America Needs

What America needs is for every American to become engaged in the political process and voice their opinion on what needs to be done to restore America to greatness! We have a national crisis in our country and we all have to act collectively now!

Politicians of today are not looking out for America’s best interests! Politicians are only concerned with satisfying their largest finance campaign contributors so that they remain in office. What politicians should be asking themselves every morning is, what policies should I be championing today to restore America to greatness?  One of the first policy changes we need is finance campaign reform laws so that big money, corporations, are not influencing policy and pushing forth agendas which are good for the corporation but bad for America. Taking money out of politics will enable both houses of government to create and pass good policies for America and Americans.

Tax policy is also in need of reform. With the nation’s debt at such a perilous level, we need to pass legislation which is fair but most importantly; we need a bold policy which will restore the world’s faith in our economy and puts America on a path to greatness.

What America needs is to invest in its people. If America does not invest its resources in Education we will not be at the forefront of technology and, we slip ever further into decline. If we do not lead the world in innovation, the newest technology or newest alternative energy we will no longer be able to maintain our position in this world. Our national security depends on America leading in entrepreneurship, technology and alternative energy.

What America needs now more than ever, is American’s coming together with resolve, an iron will to make the tough choices to restore this nation to greatness!! Tough times do not last, tough people do!