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Stop the Frustration of Calls Caused by Self Service Failures



 Presented By: Enkata


Presented by Brian Spraetz, Senior Manager, Product Marketing, Enkata 

On Demand DateApril 2013

 

When self-service works right it deflects calls, lowers overall servicing costs, and reduces the effort customers expend to do business with you. On the other hand, when it fails to work as expected it increases call volumes and creates customer dissatisfaction. One recent study determined that 30% of calls were preceded by a web visit. Self-service logs often lack the detailed information needed to understand what the customer was trying to do, and why they failed.

 

Accurate and detailed information on call reasons can fill in these information gaps, letting you eliminate unnecessary calls into your contact center, and reduce customer frustration. Learn: 

 

- a new method for automatically determining accurate and detail reasons for every call 

- correlating call reasons and self-service logs to identify cross channel contacts 

- using contact pattern analysis to identify the most problematic failure points 

- identifying the underlying causes of failures for resolution 

 

About the Speaker 

 

enkata.brianspraetz.dec2011Brian Spraetz, Senior Manager, Product Marketing, Enkata 

For more than 20 years, Brian Spraetz has helped organizations effectively deploy technology within their organizations to improve performance. Having held senior positions in product development, management and marketing, Brian offers a broad base perspective of technical knowledge and operational expertise. In his current position with Enkata, he works with customers and prospects to ensure they receive maximum benefit from their technology deployments  

 

 

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