At the end of the day, what sets you apart from your competitors is your relationship with your customers—and the phone channel is the most intimate and direct way to interact with them. Deliver a poor customer experience over the phone and you risk losing customers and damaging your brand. Offer an exceptional customer experience and you’ll reap the benefits—customer loyalty and revenue growth.

Listen to this on-demand Webcast for a lively discussion on:

• The best ways to align caller experience with your brand values
• How to leverage customer insight to personalize caller interactions to deliver the best possible experience
• How the Web has changed the rules of customer interaction and what you need to do to ensure a consistent cross-channel experience
• How “speaking” your end-user’s language impacts caller experience
• When, how and why your marketing team should help design the caller experience

Callers are naturally inclined to form an impression of your brand initially based on nothing but a voice. So it’s critical that the voice you use for your IVR conveys exactly the values and personality that best express your company’s brand. But how do you find that voice?

Watch this 15-minute Webcast to learn:

• How to understand your brand and find the right voice to express it through your phone channel
• How appropriate language, verbiage and prompts can impact automation and adoption rates
• What kinds of emotional connections callers establish in just a few seconds upon hearing a human voice
• What top factors you should consider when choosing voice talent
• How analysis, testing and style guides play a critical role in developing a successful voice branding strategy

Every IVR system "speaks" to its callers. But all too often, the technology used to create these audio prompts is difficult to program and does a poor job creating smooth, natural-sounding output. The result is spoken output that leaves customers unsatisfied and eager to zero-out. Join us for this on-demand Webcast to learn how next-generation spoken output engines can enable you to create a better IVR that can automate more calls, improve your callers’ self-service experience and reduce costs.

In this Webcast you’ll learn:

• How to create more natural-sounding conversational spoken output
• How using a single development platform can reduce implementation and operational costs
• How to avoid patchwork prompts by blending text-to-speech with pre-recorded audio
• How Nuance’s Vocalizer 5 technology will enable your IVR system to say anything – and say it well

How well do you really know your callers? Who they are…why they’re calling…what gets them frustrated…and why they don't use self-service more often. If you’re not sure, you’re not alone. But, this lack of clarity could directly affect customer satisfaction and your bottom line.

Understanding caller behavior is the key to optimizing your contact center performance, containing costs and delivering an exceptional customer experience.

Join us for this 15-minute, on-demand Webcast to learn:

1. The small and often "hidden" improvements that can yield huge returns
2. How to understand caller intent by looking at caller behavior
3. What outside influences might affect caller behavior and automation rates
4. How Nuance Business Consulting conducts its analysis of call center operations and delivers concrete, actionable recommendations in a short time
5. Plus, see real-world examples of what a caller behavior study can uncover -- including how a global bank reduced zero-outs by 26% and saved more than $800,000!

When it comes to customer care, an IVR system that not only listens to customers but also understands what they mean is critically important. But many IVRs constrain natural give-and-take with rigid commands, forcing customers to use only a few pre-defined words.

Natural language technology lets your customers say what they mean in their own words and provides rich and natural caller interactions. By applying natural language to your speech-enabled IVR system and speaking “customer-ese,” you’ll greatly improve automation rates, lower costs and deliver a better customer experience.

In this Webcast you’ll learn:

• How natural language technology improves caller satisfaction, call center efficiency and keeps costs under control
• Different approaches to natural language such as grammars, open-ended responses and adaptive dialogs
• What recognition factors can limit the automation rate of a speech system and how to avoid them

To design an effective contact center, you need to know what makes your customers tick and what influences their actions within your IVR. By taking a step back and looking at your callers' lives outside their call to your call center, you can design an IVR that increases customer satisfaction and delivers an exceptional customer experience.

Join us for this 15-minute, on-demand Webcast to learn:

• Why being “transparent” and giving callers more information and choices than you think they need might actually increase your self-service rate
• How to identify what problems customers are trying to solve when they call you
• Why everyday consumer experiences can have an effect on what callers think of your automated systems
• How to avoid the type of automation complexity that may seem beneficial, but could ultimately be frustrating callers

You've made a significant investment in your contact center, but are you getting the most out of it? More important, are your customers getting the most benefit from it? It’s tough to find answers to these questions, but understanding just how your contact center is working – or isn’t – is critical to your business success in today's economic climate.

By identifying ways to optimize your contact center and better personalize customer interactions, you can maximize the return on your current investments, improve the customer experience, contain costs and grow revenue.

During this Webcast, you'll learn:

• How to balance the competing goals of cost containment, customer satisfaction and revenue generation
• How benchmarking and business intelligence can help you identify areas for optimization
• How to personalize your customer interactions using CTI and agent desktop
• How a leading Financial Services company lowered maintenance costs, while improving self-service rates and customer satisfaction

Leading-edge companies are leveraging outbound technology to proactively reach out to their customers using automated messages via SMS or phone calls to improve customer experience. However, it’s not always easy to know the best way to proactively notify customers. What do customers want to be notified about, how do they want to be notified – and when? A recent Harris Research survey uncovered some surprising answers to those questions.

During this 15-minute Webcast, join award-winning technology editor Stan Gibson and Nuance’s Todd Rutherford for a close look at the survey findings and a discussion of how proactive notifications can help reduce inbound calls, improve customer relationships and increase revenue. Join us to learn:

• Specific demographics of consumers who want to receive proactive notifications, when they want them and how they want to receive them
• The different types of proactive notifications and how they’re used across various industries
• Important laws and regulations you need to know about that govern outbound messaging
• How proactive notifications can drive significant savings and deliver a solid ROI for your contact center

There’s no question that your call center is a critical link between your company and its customers. But how can you tell if your call center is getting the job done? Consistently and accurately benchmarking call center performance can help you identify opportunities to cut costs, improve efficiency, enhance the customer experience and justify investments in new technology.

During this 15-minute on-demand Webcast, join award-winning technology editor Stan Gibson and Nuance’s Christy Murfitt to:

• Learn how benchmarking can help you understand where your call center measures up against your competitors and cross-industry peers
• Hear more about the ROI of benchmarking and how it can help you identify and quantify opportunities for call center improvements
• Discover the new and innovative call center applications that companies are implementing as a result of their benchmarking efforts
• Understand how to establish key performance indicators and then use them to build a continuous improvement road map

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.

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