Presented By: Joe Alwan is the Vice President and General Manager of AVOKE Caller Experience Analytics at BBN Technologies
On Demand - Live Date: September 2008
Caller Experience Management is a new approach to managing voice customer contact. It shifts the focus from optimizing agent labor to optimizing a much more precious commodity – the customer’s time. By designing and executing contact strategies that make good use of the caller’s time, contact centers can reduce agent labor by 10-15% and reduce dis-satisfiers by 20% or more.
In this webcast, you'll learn:
--Should You Care? Whether Caller Experience Management belongs in your contact center strategy.
--What Is It? Definition of Caller Experience Management and how it differs from other approaches.
--Does It Fit? How Caller Experience Management builds upon your existing performance and quality management systems
--How Do I Start? Four different strategies to employ Caller Experience Management in your contact 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 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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