Topics Discussed
- Identifying customer pain points
- Latest research on the Customer Effort Score
- Simplifying IVR design
- Task resolution
- Call entry and Call exit
- Making it easier to get through security questions
- Voice biometrics
- Voice of the Customer programmes
- Real time analytics – helping the agent to deliver better service
- Top tips from the audience
Panellists

Guy Fielding
Horizon2

Ed Creasey
NICE Systems

Jonty Pearce
Call Centre Helper
