Overview:
Customers do business with companies through many different channels, but the experience is often disjointed and inconsistent. At best, this causes confusion and frustration.

Overview:
A poorly designed IVR application can cost hundreds of thousands – even millions – of dollars in low usage, irate customers, and lost business. On the other hand, a well designed IVR can save your call center anywhere from $5 to over $10 on every. . .

Overview:
Voice over Internet Protocol (VoIP) is a significant change to contact center technology infrastructure. It’s an inevitable progression that offers new opportunities for contact centers, along with potential for reduced costs. But it is not something . . .

Overview:
Call centers are awash in data. It's difficult to know on which statistics you should focus to measure the success of your call center and your agents. Cheryl Helm will help you identify what you should be focused on and why.

Overview:
Most self service applications, IVR, ASR and web are created with business cases that focus on realizing internal benefits such as reducing costs, or freeing up call center staff. But as more organizations strive to . . .

Overview:
Previously titled "Reporting and Analytics Technology", this session will discuss technology options to help you avoid time-consuming manual processes and enable you to achieve your performance optimization goals.