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.
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