This year’s IAUG Engage conference was a great time for all, and M&C wants to thank those of you who stopped by to visit us during the Solutions Expo! Together we created an ideal atmosphere for meeting, greeting, exchanging ideas, and learning more about each other. We’re glad M&C could speak to your needs around Contact Center, … More We had a great time at IAUG Engage!
M&C Associates will be in Orlando at the Avaya User Group Conference, Engage, June 6 – 8. Visit M&C at Booth #1323 during the IAUG Solutions Expo: Stop by to hear trends and successes for delivering great service experiences, and tools that best enable contact centers for your business to become reliable and efficient. You won’t want to miss the new … More M&C is excited for IAUG 2016!
At M&C we really value our Partner relationships, and work to build trust with proven reliability time after time. The last couple of weeks we helped to sponsor two special partner’s sales conferences, ConvergeOne and Arrow SI. Here are some updates on how our time on the road went… We spoke to many who expressed great need around … More M&C Conference Adventures!
Developing a Prototype for usability testing of an IVR script and application is a good idea when you’re looking to check out the way callers may experience the system—speech prompting, navigation and its efficiency. Feedback from users, before the application development begins, allows for menu rearrangements and verbiage adjustments to be implemented, and changes to … More Testing! Testing! When and How… (IVR Scripting Series)
When building an IVR Script, you must consider carefully the precise words to be used at each step, while also considering the customer experience throughout the call. More importantly, dialogues should be designed to be spoken to the caller in phrases, rather than pieced together from individual words. Otherwise, single word dialogues will sound mechanical … More Wordplay is No Game in IVR Scripting.
When designing an IVR Script, it is important to think about what things might go wrong during a call, either from the system OR the caller. Several error conditions can occur in an IVR session, and all such possibilities must be identified and dealt with during the script design phase to produce a quality result. … More Error Messages, without Errors! (IVR Scripting Series)
Once your ideal team has been assembled and the basic system information flow is defined, the next step is to document the system dialogue using an Application Development Diagram (ADD). This diagram can take many forms, two of which might be a call flow chart or a tree diagram. Personal preference or company standards play key … More Application Diagram- Teleprompt MAPPING!
The first step in developing an IVR script is the form the team that will be responsible for specifying and testing the application. In general, several departments in your organization will be affected by the system and will want to be represented in this effort. However, try to keep the overall team size to a … More The Power of the Ideal IVR Scripting Team
What an interactive voice responses system says—and how it says it—can make or break and application. Since the IVR script is so critically important to “end user acceptance” and overall system success, careful attention needs to be given to how the dialogue is designed, structured and recorded. Your goal—a script that is clear, concise and yet … More How To Develop An IVR Script That Works
Check out this great article on Gamification! Gamification is the art of using game or play to facilitate learning. It has become more and more common as a way to train and engage a workforce. People learn better and work harder when elements of gamification are introduced. ….read more at How Gamification Tech Encourages Productivity.