“IVRs: Is anybody listening? ”
Gain unique insights about your caller's
perspective of your IVR and take away new
best practices in this live broadcast recording
Dr. Jon Anton of BenchmarkPortal, Dr. Walter Rolandi of the Voice User Interface Company
and
Gilad Odinak of Spoken Communications ®
Live Broadcast Recorded on April 18, 2007
9 am Pacific,
SUMMARY
Self-service is something our customers have come to expect in this day and age. They use the electronic ticketing systems at the airports and self-service checkouts or u-scans at many grocery stores and large retailers such as Home Depot.
Yet the traditional IVRs or speech recognition technologies have left most customers feeling as though they are running a marathon– systems that don’t recognized what they say, force them to repeat words, or simply direct them into an operator assisted queue when all they wanted to do was retrieve their balance. It shouldn't’t be an endurance race to interact with your company!
During this live broadcast, our industry experts shared 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
Take advantage of the opportunity to listen to these experts and gain unique insights, new best practices and ideas to take back to your organization.
^back to top
BIOGRAPHIES:
Walter Rolandi, Ph.D. is the founder of The Voice User Interface Company, LLC, a private consultancy specialized in the design and empirical assessment of voice user interfaces. Unique within the field, Dr. Rolandi utilizes the methods of applied behavior analysis to measure and improve VUI usability.
Dr. Rolandi is an official advisor to the gethuman.com movement. A writer for CRM Magazine, he also writes a regular column called “The Human Factor” for Speech Technology Magazine. He is a full member of the Human Factors and Ergonomics Society.
Dr. Jon Anton (also known as 'Dr. Jon') is the director of benchmark research at the Center for Customer-Driven Quality at Purdue University. He specializes in enhancing customer service strategy through inbound call center, and e-business centers, using the latest in telecommunications (voice), and computer (digital) technology. He also focuses on using the Internet for external customer access, as well as Intranets and middleware.
Since 1995, Dr. Jon has been the principal investigator of the annual Call Center Benchmark Research first launched by the Center for Customer-Driven Quality. This data is now collected at the BenchmarkPortal.com website, where it is placed into a data warehouse that currently contains over ten million data points on call center and e-business center performance. Based on the analysis of this data, Dr. Jon has authored well-known columns in Call Center Magazine and in Call Center News. His current publications include Customer Inter@ation Solutions and Customer Interface Magazine.
Gilad Odinak is the founder of Spoken Communications ®, bringing 20 years of experience in computer software and hardware research and development. Most recently he lead the R&D group at Wingcast, a joint Telematics venture of Ford Motor Co and QUALCOMM, providing advanced services and applications incorporating state-of-the-art wireless communication, GPS, voice processing and embedded hardware and software.
Prior to joining Wingcast, Gilad spent 12 years at Microsoft Corporation developing systems software for various products including Smart Card security, GSM wireless communication and multimedia operating systems. Gilad is an inventor of record on more than 20 issued and pending patents and holds a Bachelor of Science degree in mathematics and a computer science from Tel-Aviv University.
^back to top
|
|
