Traditionally, organizations employing IVRs and other voice applications have been forced to balance between managing business costs and driving customer satisfaction. So, how can you delight callers while, at the same time leveraging the business benefits of voice automation?

Listen to your callers, both literally and figuratively! Callers will provide you the most useful information on how to improve your IVR, and post-call surveys are only a first step. Quantitative reporting data can uncover how the IVR is being used, where callers may be having issues, and show where to focus efforts to make a better experience for you customers. Qualitative data from call recordings can give you specifics about what to improve.

Join Angel.com to learn more about how you can use analytics reporting data and call recordings to increase caller satisfaction, increase containment and improve business efficiencies. Combining qualitative and quantitative data from your callers will positively affect your business’ bottom line.

What Attendees will learn:

• How to you call data such as entry/exit points and error percentages to make positive changes to your call flow
• What to listen for in call recordings to make the greatest impact to your IVR design
• What to listen for in call recordings to make the greatest impact to your IVR design

• Call Center professionals looking to automate routine tasks so agents can spend more time on high value calls.
• Business executives looking to increase containment and positively affect the bottom line.
• Customer Service professionals looking to increase caller satisfaction.

Mike Ahnemann, Principal Voice User Interface (VUI) Designer at Angel.com, has been designing speech recognition applications for over 10 years. He has worked on some of the largest speech deployments in the industry for customers in banking, telecommunications, travel, health care, and even in-car telematics. Mike is focused on creating the best possible caller experience for every Angel.com application, in order to deliver solutions that will delight callers while addressing the business needs of our customers. Working in a hosted speech environment, Mike constantly looks for ways to take advantage of the fast time to market, low entry cost, and always evolving technology to design unique solutions that solve real-world problems.

Aaron Wellman is a Senior Product Manager at Angel.com. As a 9-year veteran of Angel.com, Aaron is responsible for the development of Angel's on-demand IVR and Call Center solutions. He is an active author on the Angel.com blog and is currently the lead on Angel’s on-demand Business Intelligence integration project, Caller First Analytics. Previous to Angel.com, Aaron designed User Interfaces for financial applications at Deutsche Bank.

Stefania Viscusi is an assignment editor for TMCnet, covering voice and Voice over IP technologies. She also oversees production of TMCnet’s e-Newsletters in the areas of Customer Interaction Solutions, Internet telephony and speech technology. To read more of Stefania’s articles, please visit her columnist page.