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SpeechTEK 2011 - Monday, August 8, 2011
B101 – What Users Expect From Multichannel Self-Service
10:15 a.m - 11:15 a.m
MODERATOR: Jenni McKienzie, Voice Interaction Designer - SpeechUsability
Customer Perspectives on Cross-Channel Experiences
Lizanne Kaiser, Sr. Principal Business Consultant - Genesys

Are customers concerned when an enterprise shares information about their recent behavior as they cross channels of interaction? How much information sharing is enough, and how much is too much? This session presents the results of a study that reveals the perspectives of both real customers and contact center representatives. The results will surprise you! Plus, the presenter shares usability best practices regarding cross-channel interactions.

One Size Doesn’t Fit All: Different Channels for Different Need
Peter Leppik, President and CEO - Vocal Laboratories Inc.
Rebecca Nowlin Green, Principal Business Consultant, - Nuance

While automated phone support remains an important link in customer conversations, a recent survey, conducted by Vocalabs on behalf of Nuance Communications, showed that enterprises need to implement a multichannel approach (through IVR, chat, social media, email, and web self-service) to keep up with the ever-changing needs and requirements of their customers.

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