Featuring: Adele Sage, Analyst, Forrester Research Inc.; Grant Shirk, Director of Industry Solutions, Microsoft Tellme; and Samrat Baul, Manager, VUI Design and Analytics, Voxify 

On Demand Date: November 2011 

 Listen to the webcast and receive a free copy of "Top Ways To Improve Phone Self-Service Experiences", Forrester Research, Inc.

With the explosion of new channels – mobile, social, more – contact center leaders are faced with a tough question: How are my customers really reaching out for service? And, with so much investment headed towards these new channels, how can I still deliver a great experience on the phone, where most of my contacts occur? 

Adele Sage, customer experience expert at Forrester Research will share her research on how consumers use multiple channels to research products and seek care. Highlighting the fact that the most preferred channel for customer care (the phone) provides the lowest levels of customer satisfaction.  Adele reveals how IVR can meet the same high quality of other channels.  She explores four techniques you can employ to improve the performance of IVR systems, enhance your engagement with customers, and make a positive impact on your customer satisfaction.

Grant Shirk, Director of Industry Solutions, Microsoft Tellme, and Samrat Baul, Manager of VUI Design and Analytics, Voxify, also share their 10 years of experiences with real-world implementations that have benefitted from Forrester’s recommendations, the business results they achieved, and the impact to customer satisfaction. Listen to this webcast to find new ways you can drive innovation in your self-service applications.

Key takeaways:  

• Customer behavior: How people use different channels to accomplish their tasks
• Best practices: Four strategic ways to improve phone self-service customer experience and satisfaction
• Proof points: Case studies to apply to your business   

PRESENTERS:  

Adele Sage, Analyst, Forrester Research, Inc. 

Ms. Sage serves Customer Experience Professionals. She is a leading expert on improving digital customer experiences and related business results, measuring digital customer experience, and estimating the ROI of customer experience improvements. Adele has been instrumental in the development of many of Forrester's user experience evaluation methodologies, including the Website, IVR, Click-To- Chat, and Cross-Channel User Experience Reviews. Adele's research also includes best practices for evaluating, measuring, and improving user experience across multiple digital interaction touchpoints. 

Grant Shirk, Director of Industry Solutions, Microsoft Tellme 

Mr. Shirk has 10 years experience designing and delivering exceptional mobile and voice-based customer experiences. At Tellme, 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, Fedelity Investments, FedEx, and Domino's Pizza.  He holds a Bachelor of Arts degree in History from Stanford University. 

 Samrat Baul, Manager, VUI Design and Analytics, Voxify 

Mr. Baul is a VUI-Design expert with 10+ years experience designing speech applications for companies such as American Express, USAA, Continental Airlines, and Avis Budget Group.  Prior to Voxify, he was an application designer at Verizon and Microsoft Tellme.  Samrat has a Bachelor's degree from St. Stephen's College, University of Delhi, India, and a Master's Degree from the Rochester Institute of Technology.