Presented By: Trevor Richer, Marketing Director,EMEA; Bob Hockman, Director, Product Marketing, for Empirix
On Demand: Live Date November 2010 

According to a recent survey conducted by the Customer Experience Foundation on behalf of Empirix Inc., 79% percent of consumers say they experience poor voice quality. And, 34% of call center agent time is wasted repeating things and redialing. As a result, organizations are losing customers and millions in revenue.

The survey, “Could you repeat that please?”, included responses from more than 5,000 consumers, call center professionals and IT professionals located across the US, UK, France and Germany. This webcast presents the findings which demonstrate how consumers react to poor voice quality issues and how an organization’s business and brand are consequently affected.  We discuss best practices for identifying and rectifying poor voice quality resulting in transforming the situation and saving businesses money.

Listen to this webcast to hear:- Where consumers are feeling the pain of poor voice quality
- How much call center agent time is wasted on repeating things and redialing
- The financial impact of the wasted resource including real world case studies that bring the issue to life
- Pinpointing the problem areas through effective monitoring
- Recommended actions to resolve the problem areas 

Your presenters:
Trevor Richer is the Marketing Director for Empirix in EMEA, where his responsibilities include market intelligence and thought leadership. He has over twenty years of experience in the contact center industry, originally working with contact center pioneer Datapoint. In addition, Trevor has also experience with some of the largest deliverers of contact center technology including Siemens, BT and Cable & Wireless. Trevor is a Fellow of the Chartered Institute of Marketing and the Institute of Direct Marketing. He also served as a member of the Direct Marketing Association working on the Contact Centre Council for many years.

Bob Hockman serves as Director of Product Marketing at Empirix. In this role, he is responsible for the creation and delivery of a number of industry leading products and currently directs the marketing efforts for the company’s IP and UC Assurance offerings. Prior to being with Empirix, Bob held engineering, marketing, and executive positions with leading communications test companies such as Acterna (now JDSU), TTC, and Wandel & Goltermann.