“Engage or Enrage:
Let's Talk Caller Experience ”
Gain unique insights about new customer care best practices and take new ideas back to your organization
Tom Rocca of KPI Group, Dr. Walter Rolandi of Voice User Interface Group
and Cliff Harlow of Spoken Communications ®
Special 1 Hour
Recorded Live Audio Conference from SOCAPs
International 2007 Annual Conference
J.W. Marriot Desert Springs Hotel
Palm Springs, California
Monday, October 8th, 2007
In this town hall style forum, we have assembled a panel of experts, to examine the customer’s view of the customer care experience. In this session we will cover what’s emotional, essential, and effective. The moderator, Tom Rocca will engage attendees in a choices dialog.
Walter Rolandi - Voice interface design expert will share his research about the mind-set of the customer before they approach customer care automated solutions.
Tom Rocca - Customer service delivery strategist at KPI will share ideas about effectively delivering services to customers in compliant industries.
Cliff Harlow – Client Solutions expert at Spoken Communications ® Inc. will share new approaches that engage callers rather than enrage them.
About Spoken
Spoken Communications provides the only Guided Self-Service™ Solution. It fully integrates the human call center agent and speech technology to guarantee callers experience self-service success. With our technology, opt-outs are made obsolete because agents are transformed into silent guides who support multiple customers behind the scene. This provides a safety-net that has never existed before. See why our Guided Solution has been called “far more effective and efficient than IVR alone” by our customers.
Bios:
Tom Rocca is president of KPI Group, headquartered in Atlanta, Georgia and has spent over 25 years in customer service and sales technology re-engineering for call centers. Tom has been an active member of the American Teleservices Association (ATA) since 1987 and currently serves as a past chairman and sits on the national board of directors. Since 1990, he has also been an active member of SOCAP International / Society of Consumer Affairs Professionals and is the past president of the Georgia chapter. He also serves on ICSA’s (International Customer Service Association), Georgia chapter board of directors, in Atlanta.
As an industry expert, Mr. Rocca is a frequent speaker at regional customer service and consumer affairs seminars focused on contact center technologies and giving legislative updates. He has written many articles and participated in numerous speaking engagements on “Trends and Facts on Consumer Contact Center Technologies”, “Industry Legislative Updates”, “Choosing an Outsourcing Partner” and “Compliance in an Evolving Contact Center Environment”. Tom is now the executive producer of “Talk About Service” Radio and is responsible for program content as well as product and service distribution.
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.
Cliff Harlow is the VP of Client Services at Spoken Communication. He has 20+ years of experience in technology and consulting services across all areas of technology management from strategic planning, to custom applications, to 7x24 operations. Prior to Spoken, Cliff was at T-Mobile USA where he established and led many new departments including IT Infrastructure, IT Business Analysis and the IT Project Management Office. He was responsible for developing and deploying company wide call center technologies (IVR and skills-based call routing), telephony and data networks. Previously, at Microsoft Corporation and Dimensions Consulting, Inc. he managed the planning and execution of multiple worldwide system implementations and client engagements. Cliff’s first job after receiving his Bachelor of Science in Engineering from the University of Mississippi was as a Pilot in the United States Air Force.
Register Today – Space is Limited!
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