Handling full queues
Much of your efforts in developing an exceptional customer experience go toward moving callers quickly through the IVR, and minimizing time spent in queue, while resolving issues on their first attempt. But how can you accomplish all of this with your current resources? Consider the issues that affect your company’s IVR and on hold environments. […]
Help us help you!
Planning a big application update or changing to a new phone system? Don’t wait until the last minute to contact your Project Manager! There’s lots we can do to prepare for your project and ensure smooth, timely delivery. First, we’ll check in with your preferred talent to make sure they’ll be in town and ready […]
DIY Recording
With the wide availability of budget recording equipment and software, you can throw a rock in any direction and hit someone claiming to run a, “Professional Recording Studio.” You might even be tempted to purchase your own setup, grab that receptionist with the golden voice and go the DIY route with your audio recording needs. […]
‘Tis the season!
As always, the holidays seem to come out of nowhere. And we understand! It’s not too late to order your Right Message on Hold OR Right Music on Hold holiday message. We have many different options to meet your needs. Start by going to WalshMedia.com and then contact your Project Manager to go over the details. Or, […]
Thanks!
With Thanksgiving nearly upon us our thoughts turn to giving thanks—such as the simple phrase your callers hear when they call your company, “Thank you for calling.” Since most of our efforts are usually directed at containment within web and IVR self service applications, we may not be so grateful for that call. However, your […]
Say what?
Do you desire scripts that flow at a relaxed and natural pace, effectively convey the information to be delivered and yet are perceived as entirely conversational? (ugh.) Simplify. For a natural, not stilted feeling, we recommend using contractions in most cases. Contractions will make your prompts sound more conversational and less formal, allowing your callers […]
Call Flow
Do you know what a call flow is? It’s a map of your telephone system and it can be simple as a few boxes and lines, or a complex graphical illustration detailing programming and script for every step. There are various software programs available that allow you to diagram your phone system and you can […]
Say it out loud
If you walk the halls of Walsh Media, you’ll hear a lot of talking, but we aren’t necessarily talking to each other or on the phone. Our Project Managers are actually reading scripts out loud. Why? Because we want your scripts to sound the best they can – typically friendly and conversational – and to […]
Audition Your Audio
Want a tip straight from the old school of recording engineers that can help you effectively evaluate the audio on your phone system? Make sure you check application audio in as many different environments as possible. Listen on a regular telephone, a VOIP phone, a mobile phone, on speakerphone, in a busy office, on a […]
Bridging the cross channel customer experience
Everyone’s buzzing about the cross channel customer experience. More and more companies are offering a variety of channels through which people can get information, make purchases and accomplish tasks. Technology now allows customers to start a transaction in one channel – say a website, continue in another – a contact center, and finish in a […]