Presented By: Joe Alwan, Vice President and General Manager of AVOKE Caller Experience Analytics, Raytheon BBN Technologies
On Demand: Live Date: March 2010
It is imperative to optimize your customer’s satisfaction as they are often your most loyal repeat buyers. And, with social media, customers that are not happy with your products and services can easily broadcast their feelings over the internet. Social networks have amplified the damage that a disgruntled customer can inflict on your business. As a result, striking the right balance is critical – and dangerous if you get it wrong. How much satisfaction is enough to maintain loyalty? How do you know if you’re under investing in your customers; creating critics and detractors?
Your contact centers can help answer these questions – because the answers are in thousands of customer conversations every day. Unlike other approaches, whole call analytics are proactive - and reveal dis-satisfiers in the entire call experience, including the IVR and through all transfers.
In this webcast, you’ll learn: How whole call analytics follows customers thru all transfers to reveal dis-satisfiers before, during and after your agent and customer communicate--How whole call analytics discovers dis-satisfiers in self-served calls--How whole call analytics delivers measurable and actionable insights--How new technology delivers whole call analytics with no new hardware or software
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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