IVR: Make it Work for You and Your Customers
Thursday, December 2, 2010 2:00pm ET/ 11:00am PT
Learn the facts about IVR. Does self-service really save money? What’s the good, the bad and the ugly when it comes to self-service applications? This webinar will answer those questions and more as you take a closer look at the challenges and benefits of the IVR and find the right balance between cost-efficiency and what will serve your customers best.

What attendees will learn:
  • Self-service industry trends
  • Why differentiation of your service with your IVR is a good business decision
  • How to identify and serve your VIP customers
  • Real life examples showing concepts in action
  • Process you can use today  
PRESENTERS:
Tim Harris
Director, Professional Services inContact
Tim Harris joined inContact in 2002. At inContact his primary responsibility is to assist customers in the design, development, and implementation of customer service systems. He has over 13 years experience in the contact center industry and over 10 years in software development. Prior to joining inContact, Tim’s experience includes positions with IHC, SOS Staffing, and STSN (now iBahn).
 
Nick Newsom
 President F9 Group, Inc.
Nick Newsom co-founded F9 Group in 2004. F9 Group develops custom Interactive Voice Response (IVR) and call center applications with a focus on sales based organizations. Prior to F9 Group, Nick’s experience includes a CTO position at Genisys Financial and an IT Director role at Perot Systems.
Patrick Barnard
Senior Web Editor, TMC
Patrick Barnard is senior web editor for TMCnet. He is former managing editor for Multichannel Merchant magazine, a Penton Media publication focused on all aspects of multichannel marketing. He is also former associate editor for Customer Interaction Solutions magazine, a TMC publication, and also served as assignment editor for TMCnet. Barnard is also former editor of the Darien Times, a community newspaper serving the town of Darien, CT.
 
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