The Changing Voice of Customer Service

 
 
 
While newer support channels such as social media and chat dominate the headlines, voice-based interactions in the contact center still dominate the core of the service and support economy. Aberdeen's data shows that significant number of service requests, whether primary or escalations, end up being addressed via the contact center and that overall call volumes have increased nearly 8% over the previous five years. As a result, effective resolution of service issues in the voice-driven contact center becomes extremely vital in driving customer-facing, operational and financial performance.

Voice Self-Service is a key component in meeting these demands. However, recent research indicates that consumers believe that voice self-service is detrimental to them. That said, there are emerging technologies which are improving the voice self-service experience. Join this webinar to learn about contact center and voice self-service trends that drive up resolution rates, service efficiency and overall customer satisfaction.


About Our Presenters:


Sumair Dutta, Senior Research Analyst, Service Management, Aberdeen Group
As an analyst in the service chain management practice, Sumair Dutta researches and examines how service executives are utilizing technology and streamlining business practices to improve post-sales service and support processes, analytics and management. Through benchmarking and analysis of Aberdeen’s fact-based research, Dutta examines how best-in-class service organizations are reengineering their service chains for optimum performance and increased profitability.




Phil Gray, EVP of Marketing and Business Development, Interactions
Phil Gray is responsible for Marketing and Business Development at Interactions. Phil is a successful startup executive with extensive experience in speech and call center technologies. His accomplishments include founding and leading Versay, a speech applications company. He also drove many of the speech industry's earliest deployments as a sales executive at Nuance. In addition, as a Vice President at eLoyalty, he helped launch the industry's first speech analytics continuous improvement service.



Tammy Lucas, Managing Director, Marketing Programs for Best Western International
Tammy Lucas is managing director, marketing programs for Best Western International. In her role, she oversees all aspects of the hotel chain's loyalty program, gift card program, strategic partnerships, national and regional promotions, and customer service for those initiatives. Under her leadership, Best Western Rewards, the chain's loyalty program, has doubled the programs membership and revenue to member properties in less than five years, and gift card sales have increased more than 50 percent. She also managed the complete overhaul and rebranding of Best Western Rewards in 2009.