Presented By: Joe Alwan, VP and General Manager, Avoke-BBN Technologies
On Demand - Llive Date: November 2008
It’s budget season and management is worried about the economy, so they are asking you to do the impossible. How can you possibly cut call center costs, while keeping satisfaction scores high to protect the brand and retain customers?
The answer is to focus on strategic process improvement. By streamlining business processes and optimizing customer interactions, you can reduce agent-handled call volume and reduce average handle time. With fewer and shorter calls, you can indeed reduce costs without sacrificing service levels. The real challenge is how to quickly discover and implement high impact process improvements. In this webcast, you’ll learn:
1.How companies are using analytics to discover targeted process improvements that can save 10-15% of scheduled staff requirements.
2. Four types of unnecessary calls that can be eliminated from your inbound volume.
3. Five sources of excess agent talk time that may be present in your call center.
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 enterprise business solutions.
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