Optimizing Voice Self Service Automation for Customer Service
Many organizations are under the impression that superior customer care can be achieved by focusing solely on improving voice self-service capabilities. But how do we take measures for customers that cannot be fully self-served? In many cases, the best solution lies in creating a seamless transition between IVRs and contact center agents.
The successful marriage of voice self service, agent support, and access to data from multiple interaction channels using a hosted service, can produce significant cost savings, and improve customer care, for any organization. In this webinar, learn proven strategies for designing more engaging voice self service IVRs - which will increase customer satisfaction and empower agents to be more efficient.
Learn how to:
- Identify caller tasks that would benefit from a combined self-service/agent approach
- Use IVR voice self service data to make agents more efficient
- Leverage knowledge of the caller from data across channels to streamline the experience
Presenters:
Todd Schmeer
Director of Speech Applications
VoltDelta
Laurie Sage
Director of Sales
VoltDelta OnDemand
