ACCA - Making Automated Self-Service Work for Your Customers and Your Business

Call center, customer service, and IT managers join ACCA as Dr. Susan 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.

ADVANCE REGISTRATION RECOMMENDED: (ACCA Members $30, Non- Members $35) For additional information see: www.austincontactcenter.org

Call centers often look to automated customer self-service as a way to offload many mundane, repetitive tasks that otherwise fall to call center representatives. 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. Successful call center automation begins by making customers into willing users of the technology. Turning callers away from the zero key and into willing users of technology is a complex equation that balances many factors including customer needs and preferences, the calling context, the overall business goals of the organization, and the particular technology being used.

Location: National Instruments - 11500 N Mo Pac Expy, Austin - Building C

Contact: Phone: 512.322.5648 Fax: 512.478.8819 Main Email: info@austincontactcenter.org