From the MiContact Center Tip Desk
By Patrick McDowell, MiCC Customer Advocate
Streamlining IVR workflows and improving Customer Experience.
In our ongoing look at the capabilities of the MiContact Center IVR Visual Workflow Manager, in this month's tip we're going to look at some more workflow streamlining.
When using a Query activities within your IVR workflows to lookup data about the caller or to perform routing actions, you can streamline the workflow to improve the overall customer experience by making one very tiny change that can make one big difference - move the Answer activity from the top of the workflow to farther down in the workflow, after the queries.
You do need to answer the call with the answer activity to connect to the caller, but it is possible to do some things BEFORE you answer the call. The workflow begins with the first activity in the flow, which does not have to be an answer. Queries can add a slight delay to the flow of the call, and with a complex query, customers can sometimes perceive that slight delay.
Doing complex query activities before connecting to the caller will result in a more streamlined customer experience as your queries will begin to run as the call is ringing and the results of your query will be available to the workflow without delay by the time the workflow answers the call.