Presented By: Joe Alwan, Vice President and General Manager, AVOKE Caller Experience Analytics, BBN Technologies
On Demand: Live Date January 2008
Today's call centers are complex networks of people, processes and technology - which makes it difficult to know what will really boost caller satisfaction, increase sales or reduce costs. Yet you are expected to know what to do to increase first call resolution (FCR), increase self-service, and reduce call volumes.
Caller experience analysis is a technique to find and quantify the highest impact improvement opportunities in your call centers. It is based on two principles. First, the most important issues are those that measurably impact your caller's experience. And second, your call center can be broken down into a set of business processes - one for each reason that caller's contact you. The key is to optimize your highest volume and most important business processes for the best possible customer experience.
In this webcast, you'll learn:
1. How to discover and quantify the highest impact opportunities to boost FCR, self-service, satisfaction scores and sales.
2. How caller experience analysis shows you where and how to streamline your business processes - including how to avoid and prevent calls.
3. How to build ROI expectations you can trust from caller experience data.
4. How new technology automates caller experience analysis without any new hardware or software in your call centers.
About the Speaker: Joe Alwan is the Vice President and General Manager of AVOKE Caller Experience Analytics at BBN Technologies. Based on 30 years of advanced research, companies select AVOKE Analytics to optimize customer satisfaction, revenue & cost efficiency. Joe was previously VP/GM of call center solutions at Empirix, and has 24 years of experience turning technology innovation into enterprise business solutions.
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