Excerpt:
“In his summary of the situation, Opus Research senior analyst Dan Miller wrote: “Implicit in English’s recommendations is the idea that reaching a live agent is the solution to caller’s lack of empowerment and overarching frustration.” Miller thinks that the English/Microsoft/Nuance standards list will “by definition, only address a fraction of the user experience problem.” In Miller’s estimation, most of the problems callers complain about have, at their source, staffing, training, and business culture to blame.”

From the article, “An Unholy Alliance? Microsoft, Nuance, and Paul English”, Call Center Magazine, October 1, 2006

Categories: Opus in the News