Presented By: Tracy Clifford, Vice President & Co-Founder of Listening Methods
On Demand Date: June 2011
Everyone is familiar with the internal demands to identify and quantify IVR self-service opportunities to drive increased call containment, reduce agent headcount, and improve customer satisfaction. This is generally a delicate balancing act that may require a team of internal resources, third party consultants and various systems requiring complex integrations.
Not any more!
Listen to this webcast and learn about new innovations developed specifically to remove the barriers of cost, resources and performance that are associated with traditional approaches. These innovative analytics solutions provide for rapid time to value and a low cost approach to optimizing voice self service and the end to end call.
In this webcast you will learn new ways to:
• Easily establish a credible baseline of the overall performance of Voice Self Service across the end to end call
• Uncover true call containment measures
• Measure the performance of Voice Self Service as it relates to the intent of the application design
• Uncover hidden issues that traditional approaches do not reveal
• Understand the impact of issues in terms of cost and caller experience
• Identify high value targets for change
ABOUT THE PRESENTER:
Mr. Clifford is a highly successful entrepreneur with over 20 years of experience building world-class sales teams, driving profita
ble growth, and increasing market share in early stage companies. The majority of his experience has been focused on call center technologies and business practices. Tracy was formally the Vice President of Strategic Sales and Services for Blue Pumpkin Software. In addition to Blue Pumpkin, he has held management roles at ROLM, Quintus, Accenture, and Motorola.
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