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mhhf1ve
mhhf1ve
1/27/2016 7:16:27 PM
User Rank
Platinum
Brevity is also hilarious...
> "IVR + Scottish accent = unhappy customer"

That's also pretty funny. Some accents can be harder to understand than others... and I'm just imagining a thick Trainspotting-like accent over a horrible connection.

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ms.akkineni
ms.akkineni
1/29/2016 9:37:33 AM
User Rank
Platinum
Re: Brevity is also hilarious...
One of my very recent projects had a piece of IVR integartion. We were listening to existing system options and working with business team about what and how could be changed for better outcome. I must say ACCENT is a true facor. And as @mhhf1ve mentioned we have to admit 'bad connection' has its stake as well.

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Joe Stanganelli
Joe Stanganelli
1/30/2016 12:21:37 PM
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Author
Re: Brevity is also hilarious...
@mhh: In my neck of the woods (where there are TONS of immigrants in high-tech fields), speech classes specializing in accent reduction are the big thing.  I even used to moonlight  as a freelance accent reduction coach way back when.

But there's a high expectation when it comes to IVR.  If it doesn't work, we move on to a tool that does it better and/or is more familiar with our regional dialect.

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mhhf1ve
mhhf1ve
1/30/2016 1:05:40 PM
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Platinum
Re: Brevity is also hilarious...
I thought there were some call center tech that could reduce accents -- by making people sound like they've been auto-tuned too much and a bit robotic. I wonder if that tech will ever really catch on and improve.

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Joe Stanganelli
Joe Stanganelli
2/2/2016 6:47:22 PM
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Re: Brevity is also hilarious...
@mhh: I've been victimized by those call centers.  It creates an enormous delay as the device/software/whatever "translates" the words into a reduced accent, and you wind up talking over each other.

And ultimately it doesn't improve anything anyway because there is often still a significant language and cultural barrier.   Plus, no amount of accent reduction can make up for the folly of customer-service "scripts."

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mhhf1ve
mhhf1ve
2/2/2016 8:30:46 PM
User Rank
Platinum
Re: Brevity is also hilarious...
Hmm. I've experienced the call center "auto-tune" a couple of times... and I didn't get a lag or enormous delay. I suppose it depends if the call center is actually located in a foreign country and the satellite (or whatever communication line they use) has a significant latency effect.

The "auto-tune" tech itself shouldn't have a significant delay... That's how some singers use it during live performances:

https://www.youtube.com/watch?v=wuqIgTfmPr8

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Joe Stanganelli
Joe Stanganelli
2/23/2016 12:30:01 PM
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Re: Brevity is also hilarious...
@mhh: Perhaps it was more than "auto-tune."  Perhaps there was an entire language barrier and there was auto-translation going on.

That would certainly explain a lot of the difficulties in communicating with the representative.

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LightRay
LightRay
1/28/2016 8:44:45 AM
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Lots of great responses!
Some very good insigts and expeiences shared on the message boards! And a worthy winner. Looking forward to the next set of real-world experiences...

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Mike Robuck
Mike Robuck
1/28/2016 10:26:19 AM
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Author
humor
Joe Stanganelli's post on page 3 was also humorous. batye got us off to a good start with the first post on page 1. 


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NewIPLiz
NewIPLiz
1/28/2016 12:57:18 PM
User Rank
Platinum
Re: humor
I am a total geek when it comes to hearing people's personal stories about how they solved problems -- I just love it. Congrats to the winner and I can't wait to see what's next!

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vnewman
vnewman
1/28/2016 4:49:05 PM
User Rank
Platinum
Re: humor
We just deployed SAS' Adaptive Customer Experience software as a CEM tool at our firm.  It will be interesting to see the data it reveals and perhaps I will be able to mine a great story from it for the next contest!

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ms.akkineni
ms.akkineni
1/29/2016 9:49:25 AM
User Rank
Platinum
Re: humor
 

I love to hear stories from people, not just limited to technology or profession even on personal side. I strongly belive each story brings a brand new perspective to the things that you may already know but may not have thought in that angle.

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ms.akkineni
ms.akkineni
1/29/2016 9:33:10 AM
User Rank
Platinum
Re: humor
Thanks Mike. It was good to know people's experiences. There is always a takeaway after you read someone's story.

Looking forward for the next one...

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ms.akkineni
ms.akkineni
1/29/2016 9:46:50 AM
User Rank
Platinum
Re: humor
It was interesting to see how simple things could lead to a disastrous experience from Joe Stanganelli's post. That was long ago and we don't need to worry about those anymore. We travelled so much further from that era.

 

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Joe Stanganelli
Joe Stanganelli
1/30/2016 12:27:54 PM
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Author
Re: humor
@ms.akkineni: I don't think it was necessarily a low-tech issue.  The issue could have easily been avoided if the panels on the calendar/chart were Xed out, highlighted in a particular color, something that made it REALLY obvious that those rooms were blocked off/on hold.

And, frankly, it made it easier to keep track of every room and what was going on in the entire facility all at once with a quick 2-second look as opposed to tapping or clicking through a database.

Sometimes, old ways is best.  But "bugs" can persist in both old and new.

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ms.akkineni
ms.akkineni
1/30/2016 2:41:35 PM
User Rank
Platinum
Re: humor
Yes, It was more like the human way of doing things. In this case it turned out to be way too inefficicent. As you said there are certainly better ways to handle that situation.

Ofcourse old way of doing things turns out to be a best option in some cases.

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Joe Stanganelli
Joe Stanganelli
1/30/2016 12:25:02 PM
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Author
Re: humor
Thanks, Mike!  Alas, that was the best story I could think of -- and it didn't have much of a "save-the-day" solution.  (Sometimes things just get screwed up and there's not much you can do about it.)  Just a change in how things were handled going forward.

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