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Call centers often look to automated customer self-service as a way to process routine inquiries and boost the productivity of call center representatives. Successful call center automation begins by making customers into willing users of the technology. Turning callers away from the zero key requires understanding customer needs and preferences, the calling context, the overall business goals of the organization, and ease of the particular technology being used. The idea is that callers will use an automated interactive voice response (IVR) system for some tasks, thus freeing up representatives for more challenging and higher-value tasks. The reality is often quite different however, because customers often see the IVR as a barrier preventing them from getting their issues resolved, and a way to keep them away from ‘real people’ in the call center. When callers are dissatisfied with their self-service options, they become frustrated and do anything they can to get to a live agent, thus negating the purpose of the IVR. We invite call center, customer service, and IT managers to join us as Dr. Hura demonstrates the value of understanding the overall caller experience and how this can impact the success of IVR self-service initiatives and boost the productivity of call center representatives.
About Susan Hura, PhD, VP of User Experience at Product Support Solutions
Susan Hura, PhD, Vice President of User Experience at Product Support Solutions, specializes in bringing the rigor of user centered design to speech technology and IVR projects. Dr. Hura founded the Center for User Experience at Intervoice, and prior to that worked on the human factors team at Lucent Technologies Bell Labs. As a faculty member at Purdue University, she cofounded a multidisciplinary team researching novel approaches to speech recognition. Dr. Hura holds a Doctorate in Linguistics from the University of Texas at Austin. Dr. Hura has been as chair of the SpeechTEK Conference for three years, serves on the board of directors for AVIOS (the Applied Voice Input Output Society), and is a founding member of the Association of Voice Interaction Design (AVIxD).
About PSSPSS helps enterprises transition gracefully from legacy to next generation contact center infrastructure. Through a unique combination of products, services, and 24x7x365 Extended Life support, PSS customers can transition to VoiceXML, VoIP, CTI, SOA, and Web Services as rapidly or gradually as business priorities demand. Recognized as one of the fastest growing private companies in America, PSS customers include American Express, AT&T, US Airways, and Wells Fargo. PSS partners include Genesys, Holly Connects, Nortel, Verizon, and Voxeo. For more information, visit http://www.psshelp.com/.
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