The CEO and founder of Creative Visual, Chris Ezekiel, will participate as a presenter in the CRMXchange Roundtable webinar, “Best Practices - IVR and Self-Service Solutions,” scheduled to be held on April 30, 2013.
The focus of his presentation will be on the growing trend for customers to self-serve in Web, social, mobile and IVR environments. He is also expected to address why customers no longer want to call, and how businesses can leverage today’s technologies to deliver the accurate, consistent and personalized information that customers demand.
Additionally, Ezekiel is expected to explain the benefits of virtual assistants, providing the optimal customer experience tool that increases customer engagement while cutting down customer support costs, in addition to virtual assistant use cases in multiple channels including its integration with IVR.
The CRMXchange Roundtable webinar has been arranged to discuss the top challenges faced by contact centres in reducing costs and improving customer service. In addition to Ezekiel, speakers representing Angel, Aspect (News - Alert) and IntelliResponse are also expected to participate.
The agenda of the webinar will include: how to maximize IVR investment with self-service technologies that will drive customer loyalty and satisfaction; how intelligent customer self-service solutions drive more value into each interaction thereby enhancing customer experience and delivering real return on investment.
The webinar will also talk about whether new self-service technologies are making IVR obsolete. The audience will also get know how to integrate IVR and self-service technology to provide world class, right channeled customer service; and more.
“Our customers on average see 20-30 percent call deflection from the use of our self-service tools. Some see up to 50 percent and they are able to deliver a great customer experience on multiple channels,” Ezekiel said.
At the webinar, he plans to share key insights that they have seen from their brand name clients on how they have successfully bridged the customer service divide by letting technology help them create an open dialogue that drives loyalty, satisfaction and revenue.
Creative Virtual is a provider of self-service customer experience management solutions for enterprises.
Edited by Rich Steeves