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Finding the perfect balance of live and self-service:
Bonus Yankee Group Whitepaper |
Thursday, June 26, 2008, 1:00pm EDT (New York) 10:00am PDT (San Francisco) |
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The telephone is still the most utilized channel for customer care. However, today’s tech-savvy customers expect personalized service whether interacting with an IVR or live agent, or using a mobile phone or web channel. Forward-thinking companies are implementing multi-channel contact center strategies. However, this approach requires a more delicate balance of live agent service and self-service applications to suit a variety of customers’ need and preferences.
During this webinar, we will discuss:
- Metrics centered around the cost reduction - and customer satisfaction
-- aspects of balancing live service and self-service
- Incorporating outbound notification services, such as voice or SMS, as a key element
of the self-service component
- Best practices in the following areas:
- Customer Analytics: Understand customer preferences across service channels
and optimizing accordingly
- Speech vs. DTMF: What are common applications to speechify versus ones
that don’t really
require speech
- What types of applications to automate and when does it not make sense to do so
- The key benefits that your enterprise could gain by being first-to-market with multimodal applications
and services
After the presentation, the Webinar will be open for a live Q&A. Be sure to have your questions ready!
All attendees will get a complimentary copy of Ken Landoline’s white paper on the subject. Register today! |
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 Ken Landoline
Program Manager, Customer-Centric Strategies, Yankee Group
Ken Landoline is Program Manager, Customer-Centric Strategies at Yankee Group. Prior to joining Yankee Group, he was an analyst with Robert Frances Group and Giga Information Group (now Forrester Research), where he developed voice telephony services and created industry-leading research on voice and data convergence and technology evolution in the telecommunications marketplace. In these roles, he advised many Fortune 2000 end-user companies, vendors and investment institutions on the development and implementation of telecommunications systems and services, with special emphasis on multichannel contact centers, speech applications and VoIP technology.
Prior to becoming an industry analyst Landoline spent 20 years holding a variety of management positions in the telecommunications industry at Siemens Business Communications, AT&T Large Business Systems (now Avaya) and Fujitsu. He held management positions in marketing and product management, focusing on strategic planning, distribution and market segmentation strategies for the business telephone systems divisions of these global telecommunication companies. Ken earned a B.A. degree from Rutgers College and an M.B.A. from Seton Hall University.
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 Kevin McPartlan
Vice President, Contact Center Solutions, Intervoice
Kevin McPartlan is the VP/GM of Contact Center Solutions at Intervoice. He has more than 25 years of experience in providing strategic product and engineering leadership at successful telecommunications and call center companies such as Aspect Communications, ROLM Corporation and David Systems.
He holds five US patents in the field of contact routing.
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 Tim Gray
Web Editor, Technology Marketing Corporation
Tim Gray is a Web Editor for TMCnet.com. He has nearly a decade of journalism experience and has spent the past several years covering a wide array of technology news including reporting on the IP communications, call center and customer relationship management industries.
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