Hosted by: Ted Lubowsky, Managing Director, DMG Consulting
On Demand- Live Date: August 2008
Customers enjoy complaining about IVR/speech self-service systems, but they strongly believe they have a right to use one when they want it. Generation Yers see self-service as a “given” and expect feature-rich self-service applications. To meet the demanding needs of their customers and reduce operating expenses, enterprises are investing in IVR/speech self-service solutions. The challenge is to find the right balance between live agent-based support and self-service automation. During the past 18 months, enterprises of all sizes have been building or enhancing their self-service solutions to satisfy their customers and reduce agent-related expenses.
There are many activities that can be automated using IVRs, but others that should not be offered by a self-service application. Attend this webinar and learn:
• Enterprise and contact center trends that are driving new investments in IVR/speech applications
• Best practices for determining the most beneficial activities to offer your customers via your IVR/speech application
• How to realize the greatest return from your IVR/speech investments
• Do’s and don’ts for IVR applications – what activities and functions should and should not be offered by an IVR/speech system
• What’s new and exciting in the world of IVR/speech
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