How To Integrate Caller Experience Management Into Your Contact Center Strategy |
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Event Type: Web Seminar |
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| Date: 12 September 2008 |
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Start Time: 13:00
End Time: 14:00
Time Zone: ET |
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Caller Experience Management is a new approach to managing voice customer contact. It shifts the focus from optimizing agent labor to optimizing a much more precious commodity — the customer’s time. By designing and executing contact strategies that make good use of the caller’s time, contact centers can reduce agent labor by 10-15% and reduce dis-satisfiers by 20% or more.
In this webcast, you'll learn: --Should You Care? Whether Caller Experience Management belongs in your contact center strategy. --What Is It? Definition of Caller Experience Management and how it differs from other approaches. --Does It Fit? How Caller Experience Management builds upon your existing performance and quality management systems --How Do I Start? Four different strategies to employ Caller Experience Management in your contact centers.
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