Optimizing Voice Self Service Automation for Customer Service
This FREE webinar was recorded on:
Wednesday, October 19, 2011, 12:00 PM - 1:00 PM ET
Presenters: Todd Schmeer , Laurie Sage
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Sponsor
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Many organizations are under the impression that superior customer care can be achieved by focusing solely on improving voice self-service capabilities. But how do we take measures for customers that cannot be fully self-served? In many cases, the best solution lies in creating a seamless transition between IVRs and contact center agents.
The successful marriage of voice self service, agent support, and access to data from multiple interaction channels using a hosted service, can produce significant cost savings, and improve customer care, for any organization. In this webinar, learn proven strategies for designing more engaging voice self service IVRs - which will increase customer satisfaction and empower agents to be more efficient.
Learn how to:
- Identify caller tasks that would benefit from a combined self-service/agent approach
- Use IVR voice self service data to make agents more efficient
- Leverage knowledge of the caller from data across channels to streamline the experience
Presenters:
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Todd Schmeer
Director of Speech Applications VoltDelta |
Todd Schmeer has been delivering engaging and effective Voice User Interface (VUI) designs for over 13 years. Todd’s creative dialogs for enterprises and service providers automate a wide range of applications with innovations that include SMS messaging along with voice, and audio advertising. Hundreds of millions of callers every year have the pleasure of interacting with voice recognition dialogs created by or influenced via consultation with Todd and his team of VUI designers. Todd holds a BS in Sound Recording Technology from the State University of New York at Fredonia. He is currently Director of Speech Application Services for VoltDelta.
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Laurie Sage
Director of Sales VoltDelta OnDemand |
As the Director of Sales, Laurie is responsible for establishing new client relationships and growing existing client services for VoltDelta’s Contact Center on Demand (CCOD) and Hosted Speech solutions. Laurie is also leading a VoltDelta vertical market team focusing on the prepaid card industry, financial services and insurance providers. Prior to VoltDelta, Laurie worked at Convergys for 9 years in the Relationship Technology Management division selling hosted IVR and ASR. At Convergys, Laurie sold and supported the largest outsourced IVR program to one of the Top-3 financial institutions. Laurie has earned a BA degree from Randolph-Macon College in Virginia and has completed additional classes from Nuance, Avaya, Cisco, RightNow, Salesforce.com, and many other ASR and CRM related technologies.
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Thanks for a very informative session. Can I pls request a copy of the presentation , Thanks
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Replies (0)|
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I don't often see a presentation of this nature so well organized and well presented....very nice development of the concepts in the talk. The details amd examples were presented in an understandable way and made the presentation. VoltDelta should hold on tight to Todd .. He is a gem!
ArtSullivan
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How do you measure whether this actually works?
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When you register we will email you the link to access- Please email publisher@customermanagementiq.com with any additional issues and someone from our team will get back to you!
Enjoy!
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I have no way to get into the webinar...
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May I get a copy of the PPoints for this presentation - Thanks
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i also have no received anything to be able to dial in
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Second request: I have not received a link to this webinar.
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