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Today’s service-driven companies are integrating the latest technology with smart design to optimize the Total Caller Experience. Highly personal service at lower costs is realized by infusing traditional equipment with new technology such as speech recognition, rules engines, IP-based networks, and even home-based agents. Self- and assisted service can blend seamlessly to:
- Streamline the entire call stream
- Maximize automation
- Utilize agents more efficiently and effectively
- Reduce overall call time. This comprehensive approach delights callers, call center managers and line-of-business managers, as well as C-level executives.
Join with Intervoice in the first of this four-part webcast series as we explore how the Total Caller Experience approach can benefit companies of all sizes.
Speaker:
Joe Galvin
President of J Galvin & Associates; Former SVP of Customer Care for Dish Network.
Joe has been a leader in managing Customer Interactions for over 20 years. Currently he is President of J Galvin and Associates, a consulting firm focused on delivering customer service strategies focused on bridging technology to improve the customer service experience, including customer segmentation, call resolution tactics, retention strategies, care desktop assessments, call automation and workforce efficiency.
Mr. Galvin has been responsible for large organizations handling billions of customer interactions during his career. Prior to starting his firm, he was Senior Vice President of Customer Care for Dish Network, where his strategic insight improved the efficiency and effectiveness of the organization, resulting in operational and customer experience improvements. Mr. Galvin has led diverse, large scale operations to deliver sales, service and technical solutions to customers in organizations such as MCI Telecommunications.
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Erik Linask
Associate Editor Technology Marketing Corporation
In addition to his work with TMC’s IP Communications publications, Erik is a contributor to TMCnet. Prior to joining the TMC team, he was Managing Editor at Global Custodian, a global securities services publication, where he also managed the magazine’s survey research. Erik began his professional career at management consulting firm Leadership Research Institute.
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