Presented By: Michael Hentges Chief Technology Officer, Digital DataVoice (DDV); Tobias Goebel, Sr. Solutions Engineer, Voxeo Corporation 

Date: On Demand Available May 1st  

Technology advancements have eliminated the constraints of one-size-fits-all customer service. Yet every day callers continue to be frustrated, and even angered, when their calls for help are greeted by inflexible self-service menu options and time-wasting steps that slow their access to needed information.

Whether a customer has been doing business with you for six months or six years, they expect you to know a little about them, which you do! So, why aren’t you using it?

To be successful in a competitive marketplace, companies must identify ways to engage callers and deliver a better customer experience without eroding profits. A well-designed, personalized self-service interface can provide each customer with a unique experience that results in faster access to information, fewer transfers to agents and satisfaction that leads to increased loyalty. When you consider research that a 5% improvement in customer retention will result in a 25 to 100% increase in profits, the bottom line business impact is considerable. 

Explore how personalized customer self-service leads to happier, more loyal customers and contact center cost savings. Hear from some of the industry’s leading experts who will explore the design, development and business benefits of modern, personalized IVR and multi-channel self-service.

What Attendees Will Learn: 

-Best practices around personalized multi-channel self-service design and development
-How to deliver dynamic, relevant and specialized content to the caller
-Using personalization to provide proactive outbound service
-Using personalization to more effectively cross-sell and upsell
-Metrics from companies that have improved their customer experience with a well designed IVR

About the Presenters