« Thomas Friedman: The Battle of the Pump | Main | Convergys Expands Business Transformation Outsourcing Services with Acquisition of Finali Corporation »

October 07, 2004

Comments

Ken

I regret to make this so short but I just want to mention a personal experience. Through my dealings with Dell, and the difficulty I had making a payment on my preffered account, my opinion of this company has gone done, almost to a terminal level. I kept getting lost in automation translation and it was all because of the difficulty I had in contacting a real person. I agree with you Seth. 100%.

Dan responding to Ken

I understand where you're coming from Ken, but what you describe is typical - it's called bad automation design. If you get lost in an IVR, or can't opt out, that's just bad design. It's really hard to do, but it can be done. Usually the problem is over-ambitousness on the part of the designer - trying to automate too many things. This complicates the tree, and the customer loses the "mental model" of where they are in the interaction. Also, some people just don't listen, or get distracted while using the IVR and choose the wrong path. A smart design would "know" that a user was looping, or lost and offer to escalate. It lessens the effectiveness of the automation, but balances the customer satisfaction. I never said it was easy - but it can be done, and pays huge dividends when done well.

prabhjot

I read your blog on outsourcing. This blog is quite informative for my business, even I have blog on outsourcing so can we exchange the links to share our knowledge resources.

http://www.offshoreoutsourcingworld.com

Verify your Comment

Previewing your Comment

This is only a preview. Your comment has not yet been posted.

Working...
Your comment could not be posted. Error type:
Your comment has been saved. Comments are moderated and will not appear until approved by the author. Post another comment

The letters and numbers you entered did not match the image. Please try again.

As a final step before posting your comment, enter the letters and numbers you see in the image below. This prevents automated programs from posting comments.

Having trouble reading this image? View an alternate.

Working...

Post a comment

Comments are moderated, and will not appear until the author has approved them.

Your Information

(Name and email address are required. Email address will not be displayed with the comment.)