Presented By: Jenny Burr, Sr. Manager Speech Solutions, Intervoice/Convergys; Alex Massie, Vice President of Business Solutions, ClickFox
On Demand - Live Date: February 2009
You are sitting on an untapped goldmine of customer data. How can you put it to work for you?
There’s no question about it: It’s a tough time to be in business. As companies tighten their belts and budgets, executives are forced to cut out the fat and prudently invest in only mission-critical projects with proven, strong ROI. In short, successfully weathering the storm means getting back to basics. And that means renewing your focus on what really matters: Delivering an exceptional customer experience. Running lean, highly efficient operations. Creating market-differentiating product and services.
In both the best of times and the worst of times, customer experience analytics technology can help you make better and faster decisions on these critical areas – and beyond.
In this webcast, you will see real-world examples and learn how customer analytics can help you:
• Leverage the significant amount you’ve already invested in data collection, using data from any and all systems
• Create your unique view of the total customer experience across all channels of interaction
• Gain actionable insights to see/address key links to business drivers such as improving customer satisfaction, retention, first contact resolution, and self-service completion, reducing operational costs, and closing up-sell opportunities.
Presented by Intervoice/Convergys and ClickFox:
Jenny Burr, Sr. Manager Speech Solutions, Intervoice/Convergys
Jenny Burr is the Senior Manager responsible for driving the Speech Science, Analytics and Voice Authentication Practice at Intervoice/Convergys. For the past 14 years, Jenny has lead VUI design and tuning efforts for many complex speech recognition applications across a variety of industries. Her area of expertise focuses on understanding and analyzing the customer experience when using speech, and was recently awarded an industry patent as a co-creator of a method for gauging design effectiveness.
Alex Massie, Vice President of Business Solutions, ClickFox
As Vice President of Business Solutions, Alex Massie manages the delivery of business analytics and training services for ClickFox. He ensures ClickFox products deliver value and are successfully adopted by customers during and after implementation, and has successfully deployed solutions across all major industry verticals in a variety of interactive channels/systems.