Presented By: Joe Alwan, Vice President and General Manager of AVOKE Caller Experience Analytics, BBN Technologies
On Demand: Live Date - May 2009
Improving your IVR’s performance could be the highest impact opportunity you have to reduce call volume and improve caller satisfaction. But how can you know? What changes would you make? And what improvement could you realistically expect?
This webcast will compare the effectiveness of IVR systems from six call centers. We’ll examine why the self-service rates vary from 8% of inbound calls in one case to 43% of inbound calls in the best performing system. The six call centers are all from the same industry – and the IVRs we’ll examine include touchtone, directed dialog, and natural language systems.
In this webcast, you’ll learn:1. How to evaluate IVR systems in terms of how well they serve callers.2. Why self-service rates vary dramatically - even within the same industry. 3. What factors drive IVR effectiveness across all industries.
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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