Presented By:Joe Alwan, Vice President and General Manager, Avoke Caller Experience Analytics, BBN Technologies
Date: November 17th, 1:00 - 2:00 Eastern

Unnecessary and incorrect transfers are one of the biggest problems in large call centers. They frustrate customers and increase costs. In many centers, eliminating excess transfers can reduce agent-handled call volume by 5-10%.

Unfortunately, they are also one of the hardest problems to solve. Data about each side of the transfer is typically in different systems (or with different partners!). And if you can’t put the data together, then you can’t determine whether the transfer was correct or successful.

In this webcast, you’ll learn about: 1. Measuring the cost of excess transfers in your centers 2. Four root causes of excess transfers (agents are only half the problem) 3. How whole call recordings show you both sides of every transfer 4. How any center can get whole call recordings with no new software or hardware

About the Speaker: Joe Alwan is the Vice President and General Manager of AVOKE Caller Experience Analytics at 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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