No one wants to be left in the dark when it comes to customer service. Too often, customer service agents are bombarded with questions like “Where’s my order?” or “Why is my power out and when is it coming back on?” Those calls can prove costly and time-consuming to call centers. There is an alternative – automated proactive notifications. By using outbound call center technology to deliver personalized, relevant and timely information via phone, SMS and e-mail, you can reach out to customers before they call you. The benefit? Increased customer satisfaction and loyalty and significant savings in time and money for your call center.

Join award-winning technology editor Stan Gibson and Nuance Communication’s Jeff Foley to learn how proactive notifications can make your call center operations more efficient and effective.

In this Webcast you’ll learn how contact center automation can help you:

• The most common events that trigger inbound customer calls and how proactive notifications can reduce them
• How outbound technology can drive significant savings and deliver a solid return on investment for your call center
• Specific examples of how outbound technology can be used across all industries
• How to ensure that customers have full control over proactive notifications

Delivering great customer service is a modern-day business imperative – and an absolute requirement for staying ahead of the competition. But it isn’t easy. You’ve got to staff your call center with the right agents and give them the tools and training they need to do their job efficiently and meet or exceed – customer expectations. By deploying solutions that automate contact center processes and give agents timely and accurate customer information through an intuitive interface, you can dramatically improve customer service and your bottom line.

Join award-winning technology editor Stan Gibson and Nuance Communication’s Devang Patel, to learn how call center automation technology can take your call center from good to great.

In this Webcast you’ll learn how contact center automation can help you:

• Create a better, more personalized customer experience by giving agents a holistic view of the customer
• Improve agent productivity and reduce call center training and operational costs
• Generate new cross-sell and up-sell opportunities by integrating your call center with your CRM applications
• Connect with customers before they call you, using proactive notifications

Helpful call center agents can end up on the wrong end of a social engineering ploy when a charming but malicious caller talks his or her way into a protected account. Many identities have been stolen in just this way. By automating the caller authentication process, companies can create a frustrating obstacle to fraudsters and ensure optimal account security.

Join award-winning technology editor Stan Gibson and Nuance Communications product manager Aaron Kneiss to learn in just a few minutes how an automated caller authentication system can provide a greatly heightened level of customer account security.

In this Webcast you will learn:

• How social engineering is used to bypass call center agents.
• What are the new technology-assisted scams.
• Why multi-factor authentication is important.
• How an automated authentication system can protect privacy and fight fraud.

 

You’ve built an effective call center application for your customers, but your business is constantly changing. You’re introducing new products, improving your product guarantees and enhancing your customer service. A call center application that can’t adapt to these changes can interfere with your company’s ability to drive call center costs down and customer satisfaction levels up.

The solution is a standards-based call center platform that will let you develop modules that can be easily modified, giving you the kind of flexibility you need to adapt to ongoing change.

Join award-winning technology editor Stan Gibson and Jason Poggioli, Technical Manager at Nuance Communications, for 15 minutes to learn how an open, standards-based call center platform can pay dividends for years.

In this Webcast you will learn:

• Why the call center platform you choose now will affect your business for years to come.
• What standards are important.
• How open standards-based call center technology can help you rapidly develop applications and economically maintain them

Customer authentication on the Web and over the telephone often leans heavily on the use of passwords, but passwords are easily forgotten and the cause of many costly customer service calls. In addition, they’re vulnerable to hacking and theft.”

Join award-winning technology editor Stan Gibson and Aaron Kneiss, Product Manager at Nuance Communications, for 15 minutes to learn how voice biometrics can provide effective caller authentication – a critical component of a successful customer service strategy.

In this webcast you will learn:

• Why conventional passwords are ineffective.
• How voice biometrics technology can be used for caller authentication.
• How voice biometrics is highly secure, yet is easy to use.

An effective and secure call center has never been more important to your company’s success – it’s critical to creating satisfied and loyal customers. But when a call comes into your call center, how can you be sure it’s actually coming from a customer? Increasingly, customer service calls are being used as a tool to perpetrate identity theft and fraud against companies that are only trying to provide good customer service. The answer is creating an appropriate caller authentication strategy. But it’s not easy to protect your customers and your company’s reputation while maintaining an easy-to-use customer service system. Join award-winning IT editor Stan Gibson with Tom Hicks and Bill Schwartz of Nuance Communications to learn how to craft the security strategy that’s right for your company.

In this webcast, you will learn:

• Why companies are feeling pressure to improve their authentication technologies.
• Problems and costs that result from poor caller authentication.
• How to determine if your caller authentication approach is aligned with your business goals

Call center agents must accurately record and save critical customer information. But to wrap up a call, agents must navigate through multiple choice menus and type up detailed call information. It’s easy to get bogged down—but help is on the way.

Join award-winning technology editor Stan Gibson and Jeff Foley of Nuance Communications to learn in just under 15 minutes how to accelerate call center agent wrap-up time, increasing efficiency as well as customer satisfaction.

In this Webcast series, you will learn:

• Why wrapping up a call is critical, but sometimes time-consuming
• How to efficiently capture information during a call.
• How to use Dragon NaturallySpeaking speech recognition technology to accelerate call wrap-u

Inefficient, lengthy call center interactions cost money and frustrate customers. What’s needed is seamless communication from call start to finish to resolve problems quickly so that no one’s time is wasted.

Join award-winning IT writer and editor Stan Gibson for a discussion with call center expert, Christy Murfitt of Nuance Communications, to learn how to increase your agent’s productivity, cut call times and boost customer satisfaction.

In this Webcast you will learn:

• The root causes of agent inefficiency
• Problems created by unproductive talk
• Agent Productivity solutions that can streamline discussions and deliver happier customers and employees

Good listening skills are tremendously valuable both in life and in business. When it comes to customer care, an interactive voice response system that not only listens to customers but also understands what they mean is critically important. But until now, speech recognition technology has been hung up on fine points of grammar, often failing to get at the critical meaning that customers seek to impart when they are on the phone.

Join award-winning technology editor Stan Gibson and Nuance Technology’s Dan Faulkner to rapidly learn how advanced speech recognition technology can improve call center performance and increase customer satisfaction.

In this Webcast you will learn:

• Why speech recognition is critical to keeping costs down and customers happy.
• What technology hurdles stand in the way of high-quality speech recognition.
• How Nuance Technologies’ Smart Listener can alleviate customer frustration and improve your competitiveness