SpeechTEK.com home
Monday Tuesday Wednesday
Sunrise Discussions Customer Case Studies SpeechTEK Labs
Keynotes Register Now SpeechTEK University
SpeechTEK 2011 - Monday, August 8, 2011
C103 – Creating Positive Multichannel Experiences
1:45 p.m - 2:45 p.m
MODERATOR: Graham Allen, Senior Director for Market and Portfolio Software Strategy - Convergys
Deliver a Consistent, Compelling Multichannel Experience
Elaine Cascio, Vice President - Vanguard Communications Corp

Learn how to leverage the strengths of each channel for better interactions across and between channels. Companies not only tend to see channels in silos, but they organize them that way too. This session discusses the strengths of different channels and how to leverage them, as well as how to understand the value of delivering service where channels intersect. Examples include SMS surveys after a phone interaction, high-tech/high-touch approaches, and blending channels to deliver service in the best medium possible (speech, visual, etc.).


How to Create an Effective Multichannel Strategy
Craig DiAngelo, Vice President, Enterprise and Operator Services - VoltDelta

Providing multichannel communication is critical to enhancing customer satisfaction and improving retention and loyalty. This session defines the core elements needed to create an effective on-demand multichannel communication strategy for success, including agents and automation, two-way voice self-service, SMS messaging, and reporting requirements.


Connect with
SpeechTEK 2011


Gold Sponsor
Bronze Sponsor
Monday Lunch
Reception Sponsor
Tuesday Lunch
Tuesday Breaks Sponsor
Wednesday Lunch Sponsor
Media Sponsors