Presented By: Joe Alwan, VP and GM, AVOKE Caller Experience Analytics, Raytheon BBN Technologies
On Demand: Live July 2010
You don’t need an expensive IVR project to improve self-service, reduce mis-routes, and improve IVR satisfaction. Analyzing customer behavior inside your IVR will reveal fixable obstacles and frustrations that will make a big difference. And connecting customer experiences inside your IVR with agent interactions after tells you even more. Agent interactions reveal the customer’s true intent, which explains their IVR behavior. They also reveal proven handling strategies that your IVR should mimic.
Of course, your IVR may not have good reporting. Now there’s a solution. New analytics gives you the visibility you need – inside the IVR and through transfers to agents – regardless of your IVR’s existing reporting capabilities. And without any new software or integration.
In this webcast, you’ll learn about:
1. How to get more value from your existing touchtone or speech IVR system. 2. Four specific high impact optimization opportunities in most IVRs. 3. A data-driven approach to pinpoint surgical changes that boost IVR performance.
About the Speaker:
Joe Alwan is the Vice President and General Manager of AVOKE Caller Experience Analytics at Raytheon BBN Technologies. Based on 30 years of research and practice, companies select AVOKE Analytics to optimize customer satisfaction, revenue & cost efficiency. Joe was previously VP/GM of call center solutions at Empirix, and has 25 years of experience turning technology innovation into practical business solutions.
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