Customer-oriented businesses that rely on voice automation techniques like interactive voice response, or "IVR," systems and other voice applications are forced to balance between managing the 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.
Post-call surveys can provide both literal and figurative analysis of the voice automation systems. The 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 customers. Qualitative data from call recordings can give detail the 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.
The Webinar will feature industry veterans like Mike Ahnemann, principal Voice User Interface or "VUI" Designer at Angel.com, and Aaron Wellman, senior product manager at Angel.com. Ahnemann has over 10 years of experience in the industry designing speech recognition applications. Wellman is a 9-year veteran of Angel.com and is responsible for the development of Angel's on-demand IVR and Call Center solutions.
The Webinar is especially useful for call center professionals looking to automate routine tasks, business executives looking to increase containment and positively affect the bottom line, as well as customer service professionals looking to increase caller satisfaction.
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