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A New Twist on Self-Service Metrics - How to Get More CSAT and Cost Control from Classic KPIs

Nuance

Presented By: Nuance



Presented by Chris Caile, Sr. Principal Solutions Marketing Manager; and Tom Hebner, Sr. Director, Professional Services, Nuance Communications

Live Date: May 19, 2016. Please sign in to view the recording.

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About the Webcast

You know the “classic three” KPI’s: Misroutes, call containment, and first call resolution (FCR). Nearly every call center executive depends on them. 

But are you using them as effectively as you could be? Are you putting too much emphasis on one, and not enough on the others? And how is it impacting customer satisfaction and cost containment?

Listen to this webcast as we cover:

• The best way to identify the root cause of poor call routing, call containment, and first call resolution
• How even the most efficient contact centers misuse these popular metrics, and how it impacts customer satisfaction.
• Strategies for striking the right balance across all three metrics to deliver the most effortless customer self-service experiences possible. 

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About the Presenters

Chris Caile, Sr. Principal Solutions Marketing Manager, Nuance Communications

Chris is responsible for marketing Nuance’s Conversational IVR solutions. He brings broad marketing and technology experience gained at Microsoft and Motorola where he drove successful campaigns in conjunction with business partners. Chris holds a B.S. in Business Administration and minor in economics and math from Illinois State University.

Tom Hebner, Sr. Director, Professional Services, Nuance Communications

Tom is responsible for leading Nuance’s UX Design Practice and Professional Services Product Management. He has 16 years of experience designing, building, and managing large complex contact center automation solutions. He personally manages the most strategic and innovative contact center solutions, partnering with our customers to move the contact center market forward. Tom holds two Masters Degrees in Electrical Engineering from Princeton University and a BA from Villanova University.