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How IVR is reshaping Revenue Generating Contact Centers

Wednesday, April 25, 2012 2:00 PM EDT / 11:00 AM PDT

Voice Automation has not traditionally played a significant role in revenue-oriented contact centers. The prominent thinking is that ‘people do a better job selling than machines’. While that point might be true, an effective automated system can play a key role in a sales center even if it does not take on the role of ‘selling’.

Join this webinar to learn about voice automation trends in sales centers that improve sales efficiency, self-service resolution, and customer and employee satisfaction.

What Attendees will learn:
  • Best practices for introducing automation into revenue-oriented contact centers
  • Real results from global brands who have integrated voice automation into their sales processes
  • Latest technology trends to deliver a superior voice automation experience

Who should attend:
  • Individuals interested in improving revenue and customer experience
  • Individuals interested in improving self-service effectiveness
Presenters

Dan Miller
Senior Analyst and Founder
Opus Research


Dan Miller has over 25 years experience in marketing, business development and strategy surrounding "Conversational Commerce," a term he coined to cover speech processing, customer care, e-commerce and mobility. He's held management positions at Atari, Warner Communications, Pacific Telesis Group (now AT&T) and The Kelsey Group (now BIA/Kelsey).

He founded Opus Research in 1985. Today Opus Research offers continuous advisory services to companies involved in customer care, mobile search and e-commerce.

Dan received his BA from Hampshire College and an MBA from Columbia University.


Phil Gray
EVP of Marketing and Business Development
Interactions Corporation


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.


Chris Hale
VP of Reservation Services
Hyatt


Chris Hale is the Vice President of Reservation Services for Hyatt Hotels with responsibility for call center management, customer service delivery and distribution relationships. His mission is to ensure that the over 40,000 guests who contact Hyatt, whether via telephone, e-mail, Twitter or other channels receives Hyatt’s promise of genuine hospitality.

Chris has over 20 years of experience with Hyatt, which has given him personal and diverse operational experiences from reservation agent to call center director. This experience has allowed Chris to develop insight into how to manage the important resource of any service organization - the associates who handle each guest interaction.


Moderator

Stefania Viscusi
Editor
TMCnet


Stefania Viscusi is an established writer and avid reader. She is a 2005 graduate of Albertus Magnus College, Magna Cum Laude. She currently holds a Bachelor’s degree in English and a Bachelor's degree in Communications. Stefania has had four of her poems published by “Breakwater” (an Albertus-run literary magazine) and completed a successful internship with the Connecticut Trust for Historic Preservation as a Public Relations Specialist.

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