Contact Center Solutions Featured Article

Nuance Announces Stupid Call Contest for Contact Center Agents

August 20, 2008

Nuance (News - Alert) Communications Inc., a provider of speech solutions, has announced its “Can’t Stop the Stupid Calls” contest. This light-hearted program is designed to provide call center agents with a forum where they can shed light on the realities of trying to help certain customers who really cannot help themselves.

In sharing their stories, call center agents will have an opportunity to win a number of cash prizes. Nuance is now colleting entries at www.cantstopstupidcalls.com.  The first 20 entries will automatically win $100.  Please see the official rules for details.

One real-life example is demonstrated on the content’s site. That particular instance featured a customer who tried to thaw peas in a microwave. When that failed to work, the customer then placed the peas in the clothes dryer.

The result: Smashed peas on the interior of the machine. The customer had to call customer service to ask how to get the smashed peas out of the lint capture container.

This scenario provides the perfect example of how even the best automated solutions and event the most highly trained agents are not always enough to solve some unique customer interactions.

“Nuance wants to acknowledge some of that heroism that happens in call centers every day and have some fun while doing it,” said Lynda Kate Smith (News - Alert), general manager, of the Care business unit at Nuance, in a Tuesday statement.

“We are quite focused on better understanding, supporting and communicating with customers.  We care about getting consumers expedited call resolution – but sometimes there are problems you just can’t resolve.” 

Aside from the prizes that are guaranteed to the first 20 entries, $1,000 will go to winners in the categories of: You’ve Got to Be Kidding Me!; Sounds Like Fiction; and Vacation Day Earned. The entry that receives the most votes online by October 6 will win the $1,000.

The contest provides two ways for contestants to win. Winners will be chosen both by popular vote and by pre-selected judges. To win the popular vote, contest participants can have all their co-workers and friends vote as many times as they want for their submission – but only once per day.

Tallies of voting status will be available for everyone to see in real-time starting September 1. As a result, by October 13, 2008, it will be obvious to everyone who the popular vote winner is.

While contact and call center agents are provided with a number of tools and applications that are designed to make their jobs easier, there are some situations where there just isn’t enough preparation. For those who are performing a thankless job, this contest provides an opportunity to have fun with those days that will continue to keep them laughing.
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Managing Application Performance by Understanding Applications, brought to you by Shunra (News - Alert) (News - Alert) Virtual Enterprise.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.

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