Presented By: Joe Alwan, Vice President and General Manager of AVOKE Caller Experience Analytics at BBN Technologies.
On Demand - Live Date: June 2008
Caller Experience is a hot topic because it's a predictive indicator of both customer satisfaction and total cost per call. But what exactly is Caller Experience? How is it different from existing metrics? How do you measure it and make it actionable?
In today's competitive environment, it's no longer sufficient to manage just service levels and handle times. Call centers must actively contribute to creating customer value and driving operational efficiency. Caller Experience metrics quantify the call from the caller's perspective - from dialing to hang-up. Optimizing caller experience metrics improves customer satisfaction AND reduces call center costs.
In this webcast, you'll learn:
1. Definitions of 4 caller experience metrics - and how they complement your current metrics.
2. How caller experience metrics reveal actionable cost savings opportunities.
3. How caller experience metrics reveal actionable opportunities to improve caller satisfaction scores.
4. How one company used caller experience metrics to reduce handle times and to achieve more consistent call handling across 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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