11
Personalized IVR - Turning Customer Information into Intelligence
- Presented by Voxify
Personalized IVR is the next evolutional step for phone-based routing and self-service in the new decade. Daniel Hong, Lead Analyst of Customer Interaction at Ovum (a Datamonitor company), will paint a picture of the challenges that the customer service industry faces today. He will reveal how leading companies are differentiating themselves through Personalized IVR and how the solutions came to fruition. Daniel will describe the key issues, drivers and trends that are shaping this market over the next five years
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16
It’s a Matter of Intent…
- Presented by NICE Systems
Participate in this informative webinar to demystify the ongoing exchange between your company and its customers and learn how you can tap into these interactions to create a huge opportunity to optimize operations, differentiate through exemplary service, and grow your business.
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18
The Value of Improving your Strategic Planning Process
- Presented by Bay Bridge Decision Technologies
It has now been proven that applying algorithmic technologies, similar to those deployed twenty years ago, to strategic planning can yield significant staff savings yet again. Just-in-time hiring, extra-time/under-time optimizers, and optimizing planned shrinkage will save our companies a lot of money. In this session, we’ll discuss those technologies and the results you’ll see by implementing them
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19
Roundtable Debate - Recent Advances in Analytics: How They Are Impacting the Customer Experience
- Presented by CRMXchange
Utilized properly, analytics can provide better understanding of your customers, their customer experience, competitive pressures, and ways to improve customer service. Analytics can also be utilized to improve call center productivity, optimize processes, and to enhance agent effectiveness. During this session you’ll get insight into what the experts have experienced and how an investment in an Analytics solution can provide a return for every department in your organization.
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23
WFM 2.0 - Do You Have What it Takes? Learn what you need to be ready for the future
- Presented by InVision Software
During this session, we will explore the growth of WFM technologies from ACD-centric solutions to robust software that is fast, efficient, and able to meet the real-time demands of today’s multi-channel / multi-skill contact centers.
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25
Invest in New or Extend Existing IVR and CTI Technology
- Presented by Frost & Sullivan
This live 60 minute complimentary eBroadcast will provide insights into prioritizing new voice applications for adoption, getting the most out of what you already have, and managing these projects to minimize costs and risks.
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25
Learn How Global Payments Provider Elavon Identifies and Retains At-Risk Customers Using Speech Analytics
- Presented by Verint® Witness Actionable Solutions®
Learn how Elavon, a leading global payments provider, found an innovative way to retain at-risk customers. Leveraging speech analytics as a strategic asset in its customer service operations, the company significantly improved customer retention and benefited from greater insight into leading customer and process issues
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