CURRENT

New Contact Center Strategy: Is the Best Service No Service at All?

Dr. Jon Anton of BenchmarkPortal, Bill Price of driva Solutions and Cliff Harlow of Spoken Communications ^®

Forum: "Call Talk with Dr. Jon Anton- Live at Purdue's Call Center Campus " - Live Broadcast
Date: July 10th, 2007
Details: Register
Description: This is an interactive 60 minute live broadcast with industry experts who will share their research, experiences and insights.

Seasonal Workforce: Does Technology Help?

Dr. Jon Anton of BenchmarkPortal, Dana Schwerman of Lillian Vernon and Cliff Harlow of Spoken Communications ^®

Forum: "Call Talk with Dr. Jon Anton" - Live Broadcast
Date: June 19, 2007
Details: Register
Description: This is an interactive 30 minute recorded broadcast with industry experts who share their research, experiences and insights on:

• Using online training for faster and better training at a reduced cost
• Deploying CTI at the desktop to reduce call times and staffing needs
• Using assisted self-service to handle more calls with fewer agents
• Using Guided-Speech IVR for better customer experience and routing to right resource or agent skill-base
• Agent desktop with simple GUI for easier training
• Effective uses of after-contact surveys

IVRs: Is anybody listening?

Dr. Jon Anton of BenchmarkPortal, Dr. Walter Rolandi of the Voice User Interface Company and Gilad Odinak of Spoken Communications ^®

Forum: "Call Talk with Dr. Jon Anton" - Live Broadcast (recorded)
Date Recorded: April 18, 2007
Details: Listen now
Description: This is an interactive 30 minute recorded broadcast with industry experts who share their research, experiences and insights on:

• The state of self-service and the impact of “call-tree hell” on the call center
• Choices we can offer to take customer service to the next level  
• The mind-set of the customer as they approach customer care automated solutions
• Options to minimize the “insult” callers in this state of mind experience using automated solutions
• Preventing common user frustrations from ever occurring
• Changing the customer experience from opt-out to opt-in

A unique approach to increasing capacity, completion rates and satisfaction through Guided Self-Service Solution

- Gilad Odinak, CEO Spoken Communications ^®

Forum: SpeechTEK West
Date: February 23, 2007
Details: Session # A303, “Mixing Automation & Agents Effectively”
Friday, February 22, 2:00 PM - 3:00 PM, Hilton, San Francisco

Session Description:
Many telephone speech applications are backed up by agents when the application experiences problems or the caller asks for a real person. Hear how to go further and more tightly integrate speech technology and agents to make both more effective.
• How agents can back up recognition but never get on the line
• Speech recognition for getting to the right agent quickly