Smart Call # 51 – Why men make better contact centre personas
March 12th, 2009On this week’s Smart Call we speak to National Australia Bank’s Tim Cullen and learn about the Bank’s new speech recognition system, which is bringing all sorts of benefits to NAB and its customers.
Tim also reveals why the persona for the system is a man – apparently customers feel better about dealing with a virtual bloke!
We’ve also got a sponsor feature, with Matt Paterson, Head of Business Improvement at ING. Matt joins us thanks to our sponsor Verint. ING’s a big Verint user and Matt explains how he’s using their products to meld the back and front offices.
On this week’s show:
- Dr. Catriona Wallace returns with this week’s news, which includes her take on a medical insurance call centre
- NAB’s Tim Cullen
- ING’s Matt Patterson
Thanks also to founding sponsor NSC, which is staging a Business Optimisation Summit in Sydney on March 25th, featuring speakers from Virgin Blue HCF, Community First Credit Union, TPG, ICT, Microsoft, Sun, Avaya, Juniper, Verint, Datasquirt and RAD Data Networks!
Click here to register for the Summit.
