Events

Events  

Using Speech Recognition To Increase Customer Acceptance & Use of IVR

In terms of overall call centre workflow, the ability to route customers to the right resource sets the scene for subsequent customer satisfaction scores and associated SLAs. As the routing workhorse, IVR is traditionally appreciated by organisations and disliked by their customers as they attempt to escape poorly designed menus. But the reality is that some form of call steering has to occur to manage the logistics of traffic volumes and diverse customer needs.

There are now sufficient working examples of speech enhanced IVR to show how user friendly call steering delivers multiple benefits downstream in terms of effective multi skilling, 1^st time resolution, increased self service and more balanced inter site traffic distribution. All that adds up to increased call centre productivity plus happier customers and agents.

This best practice forum looks at how voice portals, biometrics and well thought through call flow design can deliver compelling ROI for those looking to affect an immediate transformation in their servicing costs.

Agenda

• Round up of new functionality offered by leading vendors within the last twelve months
• Understanding customer psychology when using automated systems
• Understanding the different flavours in speech technology
• Why designing speech self service is harder than other call centre technologies
• The top ten uses of automated speech and their business benefits
• Case studies: Latest global deployments and their impact
• The secrets of designing and launching a successful speech solution
• The big question: Does it really work and is it affordable?