Moderator: John Kelly, Editor-in-chief of Speech Technology Magazine
Date: Date: May 25th, 1:00 PM – 2:30 PM Eastern
We’ve read the stories and heard the customer backlash about using self-service. Delivering excellent customer service is the one area where you can differentiate your company from the competition but does this mean staffing call centers with enough agents to provide your customers with one-to-one live agent service? Many companies have found that establishing an effective and efficient self-service strategy is the key to deploying a successful application. This Debate will contrast the different paths available for you to take when building a self-service speech application. We’ll debate best practice deployment issues such as:
how to integrate consumer, business and technical perspectives to derive an effective self-service strategy;
how to optimize both cost reduction and increased customer satisfaction and retention as primary objectives of self-service;
how to obtain feedback from both customers and call center agents;
how to leverage your existing investment in knowledge bases to deliver sophisticated self-service applications;
And we’ll discuss if live agent service is the only way to ensure customer service that differentiates you from your competitors.
In this Great Debate, John Kelly, Editor-in-chief of Speech Technology Magazine will moderate a select panel of industry experts regarding the “dos and don’ts” of deploying a successful self-service application.