Monthly Archives: November 2015

Live Person vs. IVR

Press “1”?

IVR TreeHow many times have you called Technical Support and simply wanted to talk to a live person? Instead you found yourself being shuffled through layer after layer of automated menus? Press “1” for Company Directory, press “2” for Billing, press “3” to hear this entire menu again. Blah, blah, blah. It seems companies purposely bury access to their support personnel. Is this the way they manage access to support… by encouraging attrition?! This tortuous process is termed “IVR” (Interactive Voice Response) and is the stuff of nightmares.

Also, many companies try to push every interaction with their clients to the Internet. Undoubtedly while you yourself have been suffering through IVR you’ve been informed multiple times to head to their website where all of your problems will be magically solved. Little do they know that you’ve already spent your valuable time searching their site and that’s why you’re calling them. Sometimes the only solution to a problem is to talk to an actual living, breathing human being.

Hello, this is ESP.

At ESP an actual live person answers every single inbound call. Every. Single. One. You can call us anytime day or night, weekend or holiday and we’ll pick up the phone. Potential clients have even called us on our claim and phoned us up at 3 am… and we answered them.

Our Client Services Representatives (CSRs) are really great at what they do and have most issues resolved within 20 minutes. They can notify you of the resolution of your problem either via a phone call or email, whichever you prefer. You can also view open calls or requests within FORZA3™ Core Processing Software.

We’re in Good Company

Some very big companies have realized the value of having their customers speak with an actual human without the hassle of IVR. Nordstrom, Cabela’s, and Best Buy can really see the potential in talking with a customer as soon as possible.

ESP does not employ IVR. We value every customer and value every conversation. When you call us we will answer and we will get your problem solved.


Should I Upgrade to Windows 10?

Should I upgrage to Windows 10

Windows 10: Should I upgrade?

We ran into this article on the Credit Union Times website: Windows 10: Should Credit Unions Upgrade or Not? and it prompted us to give you with a definite answer. We suggest you read the entire article, it contains great information.

And the answer is…

Yes you can. You can update to Windows 10… but we do not suggest upgrading just yet. We actually have a few clients running Windows 10 right now.

We have not been able to test all FORZA3screens on the Windows 10 operating system as of yet. We will be accomplishing this in the near future. If you choose to go with Windows 10, please call us in the event that you have a screen issue.

We don’t suggest it.

It’s common knowledge that jumping head-first into a new operating system, in a business setting, is not a good move. New releases of operating systems are finicky and generally require a large amount of “fixes” before they are ready for the masses. The choice is yours, but we suggest waiting for at least a year before you consider upgrading to ANY new operating system.

Why?

It all comes down to drivers. All of your peripherals, such as printers, scanners, and signature pads have drivers loaded on them. These drivers are built to work with a specific operating system. Therefore, when upgrading your operating system you will need to upgrade all the drivers, for all devices. Before doing this, please check with Technical Services (800-456-5750) to confirm that we have tested your hardware and is properly functioning on Windows 10.

Kyle Wolfley Promoted to New Manager

Kyle Wolfley, Manager of Special Operations at Enhanced Software Products.

Kyle Wolfley, Manager of Special Operations

Kyle Wolfley was appointed as Manager of Special Operations (“Ops”) at Enhanced Software Products (ESP). President Shaun Murray announced this advancement in an all-employee meeting at the ESP headquarters in Spokane Valley, WA. This newly created position will concentrate on the deployment of new product and service lines for the credit union industry.

Kyle has what is best for ESP and our clients at heart- our staff and clients have made that clear. – Shaun Murray

As Manager of Special Ops, Kyle will deploy, manage, and control relations between service vendors and clients. For instance; Kyle can take a new mobile application, make sure it functions properly, deploy it to the App Store and then train customers how to use it in the field. A major function of this new position will be to collaborate with marketing to share new product and service deployments.

My job is to make the process simple and easy for the front line. They work face to face with the member. Streamlining the processing it what it’s all about… making it user friendly. – Kyle

Kyle has been with ESP for ten years and has been instrumental in developing new solutions and products. While working at ESP, Kyle has worn many hats where he gained experience in client services, training, trouble-shooting, sales, and deployment. At his previous role as Customer Solutions Engineer, he focused on client services support and product development. Previous to ESP, Kyle worked the teller line at a local credit union for four years. He actually used ESP’s legacy software at his location. This real world experience gives Kyle insight into industry best practices and perspective on what the client is experiencing.

To connect with Kyle and learn more about what he can do to streamline your credit union processes, please drop him an email at kwolfley@ESPSolution.net.