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Roundtable - Best Practices IVR and Self Service


Presented By: CRMXchange

Live Date: April 19, 2016. Sign in to view the recording.

Presented by CRMXchange; Speakers: AVOKE; [24]7; and SmartAction

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About the Webcast

As contact centers are tasked with both reducing costs and improving customer service, organizations are seeking ways to improve their IVR and self-service solutions that can  improve the customer experience.

During this roundtable we discussed:

• Business consequences of forcing callers to use unresponsive IVR systems.
• How a poorly designed IVR system can impact your customer with insights on IVR best practices which can lead to improved customer experience
• Top industry challenges, how they are being prioritized within contact centers, and how an IVR can solve these challenges if implemented and designed correctly.
• Make your IVR digital and relevant in today’s world
• Leverage a single natural language technology layer across multiple touch points
• Align IVR with other self-service technologies to unify the experience for customers

About the Presenters

Rick Marvel, Director of Professional Services for AVOKE Analytics at Raytheon BBN Technologies

Rick has over 10 years of experience working within the call center industry, helping companies achieve targeted cost reductions, meet constantly changing regulatory requirements, and create new business policies to optimize agent performance. He works closely with customers to discover and quantifiably improve their customer contact experiences through caller experience dashboards, analysis tools, and expert consulting.

Daniel Hong, Senior Director, Product Marketing Strategy, [24]7

Daniel has a wealth of experience in the customer experience industry. He was previously with Ovum Research, where he led their global Customer Experience & Interaction research and consulting practice and was responsible for the direction of contact center, self-service and customer experience research. Daniel has authored numerous reports, benchmark studies and articles, been featured in many publications was a consultant to Fortune 500 companies.

Tom Lewis, CEO, SmartAction

Tom has over 25 years of experience focused primarily on customer experience and contact center operations and technology. His knowledge base is wide, including telephony technology, operational efficiency, outsourcing, and overall customer service strategy. Before SmartAction, Tom was a Partner at Deloitte Consulting, and the national leader of its Call Center Advisory Practice. Tom graduated with a Bachelor of Arts in Computer Science, minor Asian Studies, and a concentration in Economics from DePauw University.