More than 100 attendees from across the United States gathered at the Amcom Software Users’ Conference in Minneapolis, MN.
Beverly Deason, Emergency Programs Manager at Intel, explained that events such as 9/11 and the gulf hurricanes have raised expectations that companies implement continuity plans and procedures. Integral to business continuity is automated communications, which ensures that the right people in an organization learn about an emergency situation quickly and accurately.
Mollie Burrows, Call Center Director at Emory Healthcare, discussed call center technology and performance initiatives that have enabled Emory to successfully merge five call centers while improving service and call center employee retention. Technology solutions involved in the Emory project included Amcom operator console and speech recognition applications, Blue Pumpkin workforce management software, and Avaya Nice voice logging.
Speech recognition as a customer service enhancer was the theme explored by Susan Anderson, Customer Relationship Manager at Lahey Clinic. Anderson explained that speech IVR has reduced the number of calls handled by Lahey operators, but more importantly, it has reduced callers “bouncing” from one department to another. Many callers are able to self-direct without an operator, while those who need personal assistance can easily opt for it. A new internal culture of “help every caller, even if the call is not for you” has also helped reduce the number of transfers reaching the wrong departments.
The Amcom Software Users’ Conference is held every 18 months.
For more information about the conference or about Amcom products and services, call 800-852-8935.
[From the December 2005/January 2006 issue of AnswerStat magazine]