Thank you for your interest in our special call center webinar series. Below you will find information about each
    webinar and links to access the recordings. Please  bookmark this page for future access. 

  

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Dead Call Center Talking
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Why IVRs and Benchmarking Are Likely Dooming Your Customer’s Experience
 


Discover why so many call center operations have no chance to satisfy, let
alone delight, customers; and how good call centers can move closer to
greatness.

 

|   Corporate Website   |   IVR Resources   |   Benchmarking Brochure   |   Request Additional Info   |     twitter  linkedin   

 

 

 

Part I: Strategic IVR Management

Strategies and Best Practices for Improving
The IVR Experience

 

Access the recording

 

In part I of this series, Mark Miller, Senior Director of
J.D. Power's Contact Center Practice discusses why many current IVR strategies, technologies and policies unwittingly create significant problems for their customers, operation and their brand. 

 

Specifically, you will learn:

  • The most common strategic error being made today regarding how IVRs are being used
     
  • Call routing strategies and their implications
     
  • The big DO's and DON'Ts with your IVR system
     
  • IVR capabilities that lead to a better customer experience and some that dont’s

 

 

Learn more about IVR:
For more IVR resources and information from
J.D. Power and Associates, visit our IVR resources page or submit this form to request more information.

 

 

 

 

 

Part II: Benchmarks From Top Performers

How Customer Centric Companies Perform
 

 
Access the recording

   
  When it comes to benchmarking, there are two key
  questions that need to be answered, but often aren’t
  asked:

 

1. “Who should organizations benchmark against?”

2. “When should benchmarks be ignored?”

 

In Part II of this series, Mark offers perspective on these questions and shares key insights, performance standards and leading practices gleaned from J.D. Power's Certified Call Center Program. You will learn:

  • Performance Benchmarks from top performers
     
  • Operations KPI’s from top performers
     
  • Strategic priorities common among top performers

 

 

Learn more about Benchmarking:
To learn more about J.D. Power call center benchmarking download this informational brochure, download the webinar Q&A,  or submit this form to request more information.

 

 

 

 

Share this series: on Twitter | on LinkedIn

Connect with J.D. Power: on Twitter | on LinkedIn

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  Reproduction of any material contained in this publication, including photocopying of this publication in whole or
  in part, is prohibited without the express written permission of J.D. Power and Associates. Advertising claims
  cannot be based on information included in this publication.

 © 2011 J.D. Power and Associates, The McGraw-Hill Companies, Inc. All Rights Reserved

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