The document discusses how current solutions for caller experiences treat all callers the same, providing static experiences that can lead to frustration and inefficiency. It introduces Adaptive Solutions, which uses behavioral analytics to dynamically tailor the caller experience based on each individual's interactions. This personalized approach removes struggles and friction points, improving the customer experience while reducing costs. Adaptive Solutions products like Adaptive Audio and Optimization can adapt elements like playback speed in real-time to better meet each caller's needs.
Tavant Technologies Showcases its Field Service Mobilty Solution at WCM 2012 Tavant Technologies Inc.
Automation of Warranty Management applications helps improve warranty KPIs and reduce costs. But there is another other side of warranty that connects to the field repair process, which is often overlooked.
Service technicians are usually in the field to fix the customers’ problems proficiently, and should not be bothered with any other issues that could delay or hold their work. Be it preventive maintenance, unscheduled repair or warranty replacement, troubleshooting and decision making in the field is often intricate and time-consuming.
Also, field technicians strive to understand complex contract or warranty entitlements, policies, or service bulletins to make on-field decisions on troubleshooting or to evaluate the coverage for billing and warranty or service contracts.
Therefore, it’s important for organizations to mobilize their field service staff by automating the field service tasks, and connecting transactions in the field with warranty, contracts and other backend ERP systems.
In this white paper, the author discusses the real-life challenges faced by field technicians and how they can be empowered with mobility solutions to improve field productivity, increase accuracy of diagnostics, reduce warranty and invoicing cycle times, enhance service revenues, and most importantly, improve customer experience to make service excellence a strong selling point.
Tavant Technologies Showcases its Field Service Mobilty Solution at WCM 2012 Tavant Technologies Inc.
Automation of Warranty Management applications helps improve warranty KPIs and reduce costs. But there is another other side of warranty that connects to the field repair process, which is often overlooked.
Service technicians are usually in the field to fix the customers’ problems proficiently, and should not be bothered with any other issues that could delay or hold their work. Be it preventive maintenance, unscheduled repair or warranty replacement, troubleshooting and decision making in the field is often intricate and time-consuming.
Also, field technicians strive to understand complex contract or warranty entitlements, policies, or service bulletins to make on-field decisions on troubleshooting or to evaluate the coverage for billing and warranty or service contracts.
Therefore, it’s important for organizations to mobilize their field service staff by automating the field service tasks, and connecting transactions in the field with warranty, contracts and other backend ERP systems.
In this white paper, the author discusses the real-life challenges faced by field technicians and how they can be empowered with mobility solutions to improve field productivity, increase accuracy of diagnostics, reduce warranty and invoicing cycle times, enhance service revenues, and most importantly, improve customer experience to make service excellence a strong selling point.
Technology Trends Customer Insight, a copy of the presentation delivered by Giles Pavey, Head of Retail Solutions, dunnhumby from the CIM East of England Summer Marketing Conference held on 9 June 2011 at ARU, Chelmsford
At STARTup Live Vienna 2012, followed by a call-in with Ash Maurya.
New material: Improved why is this relevant, brought into context to the "we need to raise money" point of view.
Licensed under CC-BY-NC-SA - feel free to share, embed and re-use in your presentations, please give attribution. Thanks!
Strategic Meetings Management the future of today?Regus
A new room-booking tool from Regus and Condeco could save businesses almost two hours a week in the time it takes to find and arrange external meeting rooms.
The easy-to-use software app allows companies to book rooms all over the world in minutes. Given that, at present, they can spend almost 2 hours phoning room providers, and managing and processing quotes,[1] the solution can save users a huge amount of time during the year.
The partnership between Regus, the world’s leading provider of flexible workspaces, and Condeco brings together Regus’s global network of workspaces and Condeco’s room-booking software. Businesses that find their own internal meeting rooms are already booked or not suitable can immediately access Regus’s network of more than 5,000 meeting rooms and 1,000 video communication facilities at over 1,200 business centres in 95 countries, courtesy of its partnership with Condeco.
The app lets users book space from their mobile phone or tablet when working on the move. The one-click system also removes the language barriers that staff may face when they try to book meeting space in a different country.
Simon Hunt, Global Product Director e-Trading at Regus, comments: “If you only book one external meeting room a week because your own meeting space is booked, you can spend an average of nearly two hours booking that room, according to BDRC.
“Add up the time savings from this new tool over the year, and it could save you around 90 hours annually - that’s around 12 working days a year that you could spend on more useful activities.”
Pervez Gibbs, Head of Marketing, UK and North America, Condeco, adds: “This exciting partnership between Condeco and Regus comes from both organisations’ understanding of how to help businesses operate more efficiently. The result is a product that will save businesses of all sizes many hours a year, and enable them to use their time better. By giving them greater clarity over their meeting room use and expenses, it will also help them track and control spending better – a valuable tool when every business is seeking greater efficiency.”
Quality in Conversation; the tenets of productive telephone communication.
In this presentation we cover the various aspects and techniques of providing excellent customer service. We address the attributes of successful customer service representatives, research that supports the importance of communication, the different stages of call handling, the communication quirks and common courtesies of the customer service world.
Conferencia Simultánea CISCO / Logicalis
León Grekin, Director Financial Services - Cisco Systems, Inc.
12º Congreso Internacional de Tecnología para el Negocio Financiero
The Customer Is King. With this in mind, we provide an overview of the value of customer service in terms of real-world business benefits. It outlines an approach to improving customer service through IP call / contact centre technology, which offers distinct advantages.
Its not what you think but how you think.
Traditional Silo measurement vs. End to End measurement
Measuring purpose
How you think determines what you measure.
If you measure your business using averages, you will get an average business.
Webinar on the shift in measuring customer differentiation from satisfaction to engagement, where customers emotionally connect with the service organization versus simply receive service within preestablished time limits. Source of competition for companies looking to differentiate themselves on other than simply price.
As a reseller, you rely on your vendors not only for products, but for technical, marketing and sales support. If your business is moving to an MSP model, that support goes away, which presents a host of fundamental implications for your business.
For more information, visit www.nimsoft.com.
Philips: Automatic Loyalty Measurement and Retention MarketingCustomerGauge
Serge Acker, Director of Philips Online Global Flagship store explains how they measure customer loyalty by automatically asking customers to rate every transaction. Using Voice Of Customer and the Net Promoter Score, they fix problems and prioritise strategic changes. He also outlines how they are moving into automating retention and word-of-mouth marketing using NPS. This presentation explains how business can build their own Loyalty "Robot" and was given at eCommerce Expo in London, Oct 20 together with Adam Dorrell of CustomerGauge, provider of the measurement system to Philips.
10 Ways to Create and Enable Compelling B2B ContentTim Keelan
We all need more effective and compelling content to connect with our customers and prospects in a world where there there is a lot of noise. This is a 17 Page Visual Whitepaper detailing effective and useful tips in both the creative and enablement side of compelling content creation.
First we cover creating great content, and then enabling that content into awesome, simple and beautiful user experiences. Because poor content is, well, lame. But good content poorly enabled or delivered is a waste too. In the linked whitepaper we look at 5 keys to creating compelling content, and 5 keys to enabling that content. For each point we share our perspective while linking to outside resources and ideas. So please have a look, and feel free to share your ideas, examples, and feedback with us. Thank you!
Technology Trends Customer Insight, a copy of the presentation delivered by Giles Pavey, Head of Retail Solutions, dunnhumby from the CIM East of England Summer Marketing Conference held on 9 June 2011 at ARU, Chelmsford
At STARTup Live Vienna 2012, followed by a call-in with Ash Maurya.
New material: Improved why is this relevant, brought into context to the "we need to raise money" point of view.
Licensed under CC-BY-NC-SA - feel free to share, embed and re-use in your presentations, please give attribution. Thanks!
Strategic Meetings Management the future of today?Regus
A new room-booking tool from Regus and Condeco could save businesses almost two hours a week in the time it takes to find and arrange external meeting rooms.
The easy-to-use software app allows companies to book rooms all over the world in minutes. Given that, at present, they can spend almost 2 hours phoning room providers, and managing and processing quotes,[1] the solution can save users a huge amount of time during the year.
The partnership between Regus, the world’s leading provider of flexible workspaces, and Condeco brings together Regus’s global network of workspaces and Condeco’s room-booking software. Businesses that find their own internal meeting rooms are already booked or not suitable can immediately access Regus’s network of more than 5,000 meeting rooms and 1,000 video communication facilities at over 1,200 business centres in 95 countries, courtesy of its partnership with Condeco.
The app lets users book space from their mobile phone or tablet when working on the move. The one-click system also removes the language barriers that staff may face when they try to book meeting space in a different country.
Simon Hunt, Global Product Director e-Trading at Regus, comments: “If you only book one external meeting room a week because your own meeting space is booked, you can spend an average of nearly two hours booking that room, according to BDRC.
“Add up the time savings from this new tool over the year, and it could save you around 90 hours annually - that’s around 12 working days a year that you could spend on more useful activities.”
Pervez Gibbs, Head of Marketing, UK and North America, Condeco, adds: “This exciting partnership between Condeco and Regus comes from both organisations’ understanding of how to help businesses operate more efficiently. The result is a product that will save businesses of all sizes many hours a year, and enable them to use their time better. By giving them greater clarity over their meeting room use and expenses, it will also help them track and control spending better – a valuable tool when every business is seeking greater efficiency.”
Quality in Conversation; the tenets of productive telephone communication.
In this presentation we cover the various aspects and techniques of providing excellent customer service. We address the attributes of successful customer service representatives, research that supports the importance of communication, the different stages of call handling, the communication quirks and common courtesies of the customer service world.
Conferencia Simultánea CISCO / Logicalis
León Grekin, Director Financial Services - Cisco Systems, Inc.
12º Congreso Internacional de Tecnología para el Negocio Financiero
The Customer Is King. With this in mind, we provide an overview of the value of customer service in terms of real-world business benefits. It outlines an approach to improving customer service through IP call / contact centre technology, which offers distinct advantages.
Its not what you think but how you think.
Traditional Silo measurement vs. End to End measurement
Measuring purpose
How you think determines what you measure.
If you measure your business using averages, you will get an average business.
Webinar on the shift in measuring customer differentiation from satisfaction to engagement, where customers emotionally connect with the service organization versus simply receive service within preestablished time limits. Source of competition for companies looking to differentiate themselves on other than simply price.
As a reseller, you rely on your vendors not only for products, but for technical, marketing and sales support. If your business is moving to an MSP model, that support goes away, which presents a host of fundamental implications for your business.
For more information, visit www.nimsoft.com.
Philips: Automatic Loyalty Measurement and Retention MarketingCustomerGauge
Serge Acker, Director of Philips Online Global Flagship store explains how they measure customer loyalty by automatically asking customers to rate every transaction. Using Voice Of Customer and the Net Promoter Score, they fix problems and prioritise strategic changes. He also outlines how they are moving into automating retention and word-of-mouth marketing using NPS. This presentation explains how business can build their own Loyalty "Robot" and was given at eCommerce Expo in London, Oct 20 together with Adam Dorrell of CustomerGauge, provider of the measurement system to Philips.
10 Ways to Create and Enable Compelling B2B ContentTim Keelan
We all need more effective and compelling content to connect with our customers and prospects in a world where there there is a lot of noise. This is a 17 Page Visual Whitepaper detailing effective and useful tips in both the creative and enablement side of compelling content creation.
First we cover creating great content, and then enabling that content into awesome, simple and beautiful user experiences. Because poor content is, well, lame. But good content poorly enabled or delivered is a waste too. In the linked whitepaper we look at 5 keys to creating compelling content, and 5 keys to enabling that content. For each point we share our perspective while linking to outside resources and ideas. So please have a look, and feel free to share your ideas, examples, and feedback with us. Thank you!
In this session you will learn how to connect and sell faster by enabling video - WITHOUT the cost and complexity of traditional video production. With concrete examples from SAP, Deloitte, Avaya and others you will learn how to:
- Sell faster with authentic video stories, personal, and product introductions
- Produce video without the cost and complexity of traditional video shoots.
- Capture and produce stories from all over the world, not headaches, no travel, lower cost
- Use, reuse, and re-purpose your multimedia to drive marke
5 keys to virtual sales engagement + a look at SAVO's new digital postcard offering - SAVO Inspire. Learn more @
http://www.savogroup.com/products/savo-inspire/
An overview of why StoryQuest is a great partner to help tell the stories of your company and clients. StoryQuest enables the stories and voices of your people and customers into multimedia tools for content marketing and sales.
Customer care for Telecom operators: from management headache to source of co...Value Partners
As fixed and mobile markets mature and approach saturation, customer care is rapidly becoming a strategic priority for telecom operators: customer satisfaction and loyalty are critical to enhance the top line, while maximum efficiency in cost-to-serve
is imperative to sustain the bottom line. Traditional models are however ill equipped to deal with the present challenge as they hinge on the perennial trade-off between quality and efficiency, thus forcing management in deadlock. Over the past 18-24 months Value Partners has supported operators to design and deliver paradigm shifts in their customer care models, generating consistently higher customer satisfaction while achieving substantial cost efficiencies. In one example, our client shot from being a distant #3 to a clear #1 in
independent quality ratings and concurrently reduced costs by 17% in the first year. By Davide Tesoro Tess, senior manager of Value Partners Milan, and Max Parry, consultant of Value Partners Hong Kong.
Successful Customer Communication with Adobe ADEPDieter Hovorka
How you can enforce successful Customer Communication by using Adobe solutions. Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.
SpeechStorm understands their customers needs. Throughout these slides we cover the 5 fears businesses have been facing when introducing a new IVR system.
The key questions are:
1.) What is the customer reaction to IVR?
2.) Will I be able to use it in my organisation?
3.) Is it proven?
4.) Are there cost savings?
5.) How flexible is the system?
Zip Dial Introduction Polls & SurveysAdamZipdial
ZipDial’s Mobile Survey platform allows businesses, governments in India and the Caribbean to reach more mobile users than SMS-based platforms, getting actionable insights in hours, not weeks.
ZipDial’s Mobile Survey platform allows businesses, governments in India and the Caribbean to reach more mobile users than SMS-based platforms, getting actionable insights in hours, not weeks.
Optimizing ATM Transactions with Intelligent Deposit Webinar for Credit Union...NAFCU Services Corporation
Deposit volumes at ATMs have nearly doubled for many credit unions in the past couple of years. What’s driving this growth and is your credit union taking advantage of it?
Download slides from this recorded webinar for credit unions as we explore state-of-the-art Intelligent Deposit ATM technology and how it benefits credit unions.
Learn more at http://www.nafcu.org/ncr
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
SLIDE INTENT: Set up the problem – Callers are not the same, BUT even the most optimized IVR today treats them that wayKey messages: Today, even the best IVRs treat all callers the same – what is best for the most is best for them allMany optimize to the masses, not to the individualEven those with personalization provide a static experience to the callerWhen every interaction is not personalized to the individual caller at any moment in time, it cannot address what each caller needs to achieve his/her goalThis leads to lost opportunities – ROI and CX
SLIDE INTENT: Show that status quo does not solve the problem: Bridge to set up Adaptive solutionsCALL OUTS – Don’t miss the opportunityDifferentiator (for the customer)Key messages:Real Personalization happens at the convergence of three distinct datasets:Preference(i.e., through authentication/ANI,we know you want English)Enterprise(i.e., you bought this then; you have 3 accounts, etc.)Behavior(i.e., adapting speed of options/call to user behavior – expert user, novice user, distracted, otherwise impaired)Adaptive Solutions captures and drives dynamic, real-time BEHAVIORAL personalization the key to Real Personalization
SLIDE INTENT: USE Contrast to show what could beHere’s where you are – here’s where you could be.The status quo is not good enough.Key messages: The problem is that even the best self-service delivers a static experienceOpportunities to “personalize” limited to static events (ANI, authentication define universal changes to call flow for that number/account) Missing opportunities for cost containment and CX improvementBut there is a way to address all callers individually.The key is in HOW the caller behaves at each interaction pointIf we can identify how callers behave at each point of the IVR, we can personalize to the INDIVIDUALWe can deliver a dynamic experience for all callers – improving their CX and reducing related customer service costs
SLIDE INTENT: Adaptive Solutions is the answer to the problem. REALIZE MISSED OPPORTUNITYExample of tying what it does to why is mattersKey messages: Adaptive Solutions captures actionable behavioral analytics and applies this intelligence to your self-service channelThe results:A unique, personalized, and better experience for each callerIncreased ROI Preference for self serviceLower customer service costsMOREAdaptive Solutions captures actionable intelligence on your callersIt enables segmentation of interaction points by demonstrated caller behaviorIdentifies the friction points….the struggle pointsAllows for more precise improvement opportunitiesAnd…it powers impact – the intelligence powers how the IVR reacts/interacts with callers demonstrating ANY skill at ANY timeIt dynamically adapts the call experience to the demonstrated behavior of the caller….based on dataBy increasing preference for self service, it reduces time in the IVR (for Experts – they get in get out faster) and replaces agent time with IVR time (for Novices)
Intent:Show real example of how it has workedThis is Starbucks – cannot call out as such, but REAL STORYAlso have for NYT…As we get more using, we will have more stories.
Next 4 slides....How to tie”What it does to why it matters”ALWAYS keep value at the top of mindHow it works does not matter as much as WHAT IT DELIVERS
Another example of ContrastFOR SLOW CALLERS – Top is status quo. ….bottom is w/Adaptive
Same concept, but for fast, expert callersSet up NOW – the problemNext slide……..shows solution.
SLIDE INTENT: Review Patented Adaptive Solutions Feature setWhat it is, what it does, why it matters….all on one slide.Key messages: Adaptive Solutions is a patented behavioral personalization solution which delivers a dynamic, personalized experience to each caller in real time.Made up of:Adaptive Optimization – Analytics – collect and measure caller behavior during interactions with the IVRAdaptive Audio – leverages the intelligence from the analytics to deliver a dynamic experience based on demonstrated behaviorExperts get faster service; novices slowerAdaptive Audio Advanced – further leverages analytics to personalize call flow – including more than just speed – to individual callers
SLIDE INTENT: Discuss Adaptive Solutions delivered value.Key Message: With its patented, business intelligence technology, Adaptive Solutions helps you deliver a more personalized experience in your self-service channel, reduce operational costs, and get more out of your IVR investment.
And here is how we apply the behavioral analytics from Adaptive Optimization…DIRECTIONS:First click on the speaker on the top right corner of the slide.Then to play a persona’s interaction, click on the picture:“Hurry Up!” is Expert.“What?” is Novice.“Say again?” is distracted.The expert caller has a need for speed. He/she knows the system and with Adaptive Audio can get through it more quicklyThe novice caller may be someone unfamiliar with the system who needs more time…or just someone whose fine motor skills have diminished. Adaptive Audio slows down the interaction to give more time, reducing frustration. Listen how the IVR is slower based on the caller’s interaction.The distracted user could be someone with a poor mobile signal. Listen how the caller demonstrates expert behavior first, but then reacts to a poor signal. Adaptive audio adjusts to the caller accordingly.
DIRECTIONS:First click on the speaker on the top right corner of the slide.Then to play a persona’s interaction, click on the picture:“Hurry Up!” is Expert.“What?” is Novice.“Say again?” is distracted.The expert caller has a need for speed. He/she knows the system and with Adaptive Audio can get through it more quicklyThe novice caller may be someone unfamiliar with the system who needs more time…or just someone whose fine motor skills have diminished. Adaptive Audio slows down the interaction to give more time, reducing frustration. Listen how the IVR is slower based on the caller’s interaction.The distracted user could be someone with a poor mobile signal. Listen how the caller demonstrates expert behavior first, but then reacts to a poor signal. Adaptive audio adjusts to the caller accordingly.