News and offers, June 2009

• Speech Analytics pilot – work with consultants to address a specific issue in your contact centre operation
• Web Accessibility Audit – learn how to ensure universal access to your web site and get a complimentary Web Usability walkthrough with our experts

Speech Analytics pilot – work with consultants to address a specific issue in your contact centre operation

In a competitve environment, the overall customer experience is the ultimate differentiator that gives organizations the edge they need to compete effectively.

To help our customers improve the customer experience and gain a competitive advantage, Bell is offering a Speech Analytics Pilot Program – a program designed to give clients the technology and consulting services they need to analyze customer telephone interactions and gain insight into the customer experience.

Bell’s Professional Services team uses a proven proprietary methodology to work with clients from the discovery stage where the business issue to be analyzed is identified right through to the analysis and the development of a presentation of the pilot findings.

Speech analytics helps contact centre managers to:

• Identify the drivers behind customer frustration and dissatisfaction
• Improve the quality of the customer interaction and ultimately the customer experience
• Improve voice self –serve
• Improve web self- serve (calls driven to the contact centre from the web because the web service did not meet customer expectations)
• Improve the quality of agents’ work efficiency
• Improve the effectiveness of customer feedback
• Improve the effectiveness of marketing initiatives

To learn more about Speech Analytics and the pilot, contact your Bell representative today. You can also request contact from a Bell representative.

Web Accessibility Audit – learn how to ensure universal access to your web site and get a complimentary Web Usability walkthrough with our experts

Until December 31, sign up for a Web accessibility audit and you will be offered a complimentary 3-hour session with a specialist in our Montreal or Toronto state-of-the-art usability testing facilities.

Today’s enterprises must ensure that their Web content is accessible for all visitors. The World Wide Web Consortium (W3C) has created guidelines for accessibility to ensure that any visitor to any Web page can view and navigate it successfully.

Accessibility enables universal access to online content and services for all people, regardless of operating systems, geographic location, or physical abilities - including persons with a mobility or visual impairment. In Canada, approximately 4.4 million people, or 14.3 percent of the population, have disabilities, and the population as a whole is aging: 13.7 percnet of Canadians are 65 years or older and by 2026 this figure will be 20 percent.1 Why exclude these people from your Web site’s audience?

Accessibility Audit service from Bell is a fast and cost-effective way to determine if your Web site complies with the W3C accessibility standards. Our experts will work with you to identify components of your Web site that do not comply with W3C standards, outline the steps you can take to correct them, and provide guidance on industry best practices.

To learn more about Web Accessibility Audit and this special offer, contact your Bell representative today. You can also request contact from a Bell representative.