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
Michael Hentges Chief Technology Officer, Digital DataVoice (DDV)
Michael Hentges has over 23 years of industry experience. For the last 12 years he has served as the technical leader for Digital DataVoice, one of the industry’s largest independent business to consumer communication systems integrators. Hentges is responsible for solutions design architecture, project delivery methodologies and quality of delivery. His technical expertise spans Interactive Voice Response (IVR), Computer Telephony Integration (CTI), speech recognition, web and mobile applications development. Formerly Hentges has served as President of Forefront Consulting and Senior Consultant for Computer Sciences Corporation.
Tobias Goebel, Sr. Solutions Engineer, Voxeo
As Sr. Solutions Engineer at Voxeo, Tobias provides customers with technical leadership and guidance, solution architecture support and product expertise. He is a computational linguist and IVR expert with a background in speech and natural language processing. Tobias also specializes in User Interface design and development for mobile devices, including voice, text and Web self-service applications. Tobias has an M.A, in Computational Linguistics, Phonetics, Computer Science from the University of Bonn.
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