Understanding key call metrics to increase caller satisfaction and business efficiency has become must in the present context as organizations employing interactive voice response, or "IVR," and other voice applications traditionally have been forced to balance between managing business costs and driving customer satisfaction.
There are effective solutions to leverage the business benefits of voice automation. Post-call surveys are only one among them. These methods allow businesses to gather useful information from callers on how to improve their IVR.
Register for a free webinar called "Listen to Your Callers: Understanding Key Call Metrics to Increase Caller Satisfaction and Business Efficiency." The event will be held on Tuesday, May 18, 2010, 12:00 pm ET / 9:00 am PT.
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 specifics about what to improve.
The webinar will analyze how analytics reporting data and call recordings can be used to increase caller satisfaction, increase containment and improve business efficiencies. It will also give insight into how the call data can make positive changes to an organization's call flow as well as what to listen for in call recordings to make the greatest impact to a business' IVR system.
This Webinar will feature experts in the field including Mike Ahnemann, principal Voice User Interface or "VUI" Designer at Angel.com, Aaron Wellman, senior product manager at Angel.com and Stefania Viscusi Assignment Desk Editor,
TMCnet .
It's especially important that professionals such as call center professionals, business executives and customer service professionals among others attend this event.
REGISTER NOW!
Anil Sharma is a contributing editor for TMCnet. To read more of Anil's articles, please visit his columnist page.Edited by Kelly McGuire