Presented By: Joe Alwan, Vice President and General Manager of AVOKE Caller Experience Analytics at BBN Technologies
On Demand: Date: March 2009
Do more with less. It’s not a cliché in this economy. It’s a strategy for survival today - and greater profitability in the future. More satisfaction. Less calls. How can you achieve both? In most centers, the low hanging fruit is in your IVR. How many calls are misrouted by your IVR? How many calls should have been resolved in your IVR? How many callers hang-up on your IVR, call back and immediately opt-out?
In this webcast, you’ll learn about:
1. How to get more value from your existing IVR system.
2. Four high impact optimization opportunities in most IVRs.
3. A data-driven approach to pinpoint surgical changes that boost IVR performance.
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.
To Listen to a Recording of this webcast