Presented By: Grant Shirk and Phillip Hunter,  Microsoft; Daniel Hong, Ovum
On Demand- Live Date: July 2010

Operational metrics like call containment rates and average handle time (AHT) are commonly used as key performance indicators in contact centers, but these metrics mislead managers from the business goal of increasing customer satisfaction.

These indirect metrics mask problems that cause customers continued frustration, and contact center managers risk making decisions that could actually worsen the experience. In this webcast, Grant Shirk hosts the authors of the latest industry guidance on this topic, Daniel Hong of Ovum and Phillip Hunter of Microsoft. The discussion will explore Task Completion Rate (TCR), a metric that promotes caller success to provide a true indication of application performance that reflects the quality of the customer experience.

Microsoft shareS how companies have used this metric to identify and prioritize improvements in the caller experience, and also to quantify the ROI of those improvements to demonstrate progress toward the business goals of the contact center. Hear an eye-opening discussion that will help you get a clearer picture of how your contact center solutions really perform.

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About the Presenters: 

Grant Shirk is Director of Industry Solutions for Microsoft Tellme with 10 years experience designing and delivering exceptional mobile and voice-based customer experiences.  At Microsoft, Grant drives programs focused on the healthcare, financial services, and retail sectors, helping clients achieve their business goals with innovative self-service solutions.  Prior to this, Grant designed voice applications for market leaders like Hewitt, Fidelity Investments, FedEx, and Domino’s Pizza.  Grant holds a Bachelor of Arts degree in History from Stanford University .	Phillip Hunter, a Senior User Experience Designer for Microsoft Tellme, has used his broad interaction and experience design background to create a wide range of advanced speech, desktop, web, and mobile applications. He’s also built successful teams, led Fortune 500 projects, spoken and written on a variety of design topics, and invented processes and tools. Prior to joining Microsoft, he spent time at Intervoice, Voice Partners, SpeechCycle, and design – outloud.   His work, some award-winning, spans the spectrums of start-ups to Fortune 500 and local to global companies.	Daniel Hong is part of Ovum’s technology R&A group where he heads the firm’s global Customer Interaction (CI) research and consulting practice. Daniel is responsible for the tactical direction of contact center markets and voice and video business technology research, analyzing trends, strategies and practices for voice solutions across CRM, enterprise, desktop, mobile and ubiquitous computing environments. Daniel has authored over 50 reports, benchmark studies and articles that examine the issues, trends, opportunities and trajectories of the CI market. Daniel holds a BA degree from the University of California at Irvine.