Presented By: Joe Alwan, Vice President and General Manager, AVOKE Caller Experience Analytics at BBN Technologies
On Demand - Live Date: January 2009
You know a new IVR could reduce agent-handled call volume, cut transfers, shorten talk time, and improve caller satisfaction. But getting management support and budget approval is a huge challenge, especially in these uncertain times.
You also know you can’t rely on vendors and consultants for your ROI justification, since they are motivated to sell you the biggest new IVR project they can. You need a business case you can trust – one based on concrete data about your callers. You need to show your team exactly how and where a new IVR will make a difference.
In this webcast, you’ll learn:
1. How to develop an IVR strategy based on actual data about your callers.
2. How to capture and analyze caller experience data for the entire call from dialing to hang-up (including all transfers).
3. How to quantify the expected value of a new IVR in terms of reduced agent-handled call volume, shorter talk times and higher caller satisfaction.
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 research and practice, companies select AVOKE Analytics to optimize customer satisfaction, revenue & cost efficiency. Joe was previously VP/GM of call center solutions at Empirix, and has 25 years of experience turning technology innovation into practical business solutions.
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