Today, organizations face the challenge of keeping callers happy while also increasing business efficiency.
A recent free webinar event sponsored by Angel.com highlighted how voice automation, quantitative reporting data and qualitative data from call recordings can be combined to form the right solution for businesses.
The webinar, "Listen to Your Callers: Understanding Key Call Metrics to Increase Caller Satisfaction and Business Efficiency," looked not only how to use analytics reporting data and call recordings to increase caller satisfaction, but also how these elements can help to increase containment and improve business efficiencies.
Mike Ahnemann, principal Voice User Interface Designer at Angel.com and Aaron Wellman, senior product manager at Angel.com discussed how combining qualitative and quantitative data from callers will positively affect the business the bottom line.
"Every business has a different problems they're trying to solve," Ahnemann noted during the webinar. "We should have a set of rights that callers have - including expectations they have from a well designed IVR should be like."
"One of these is the right be listened to."
"The customer ultimately decides whether or not your IVR is successful or not and there are a lot of ways we can listen to callers to find out if the application is working and figure out how to improve it."
In addition the presenters offered some tips on what to listen for in call recordings to improve an IVR design and offered background on error percentages and how to make positive changes to call flows.
Check out the archived version of the webinar HERE.
Jai C.S. is a contributing editor for TMCnet. To read more of Jai's articles, please visit his columnist page.Edited by Stefania Viscusi