WEBINAR: Using Speech Analytics to Improve Contact Center Quality Measurement

Using Speech Analytics to Improve Contact Center Quality Measurement
Thursday, December 1, 2011 11:00 AM PT/ 2:00 PM ET
Contact Center quality assessment traditionally has had two major challenges: sample size and criteria objectivity. Speech Analytics can help with both of these challenges by:

1. Automatically evaluating every interaction each agent has with a customer, thus increasing the sample size to 100%; and
2. Using standardized definitions to measure behaviors that can be objectively defined in terms of what agents actually say during calls.
What Will Attendees Learn?
How Speech Analytics can be used to define the agent skills that a company wants to measure, improving the objectivity of results
How Speech Analytics can automatically measure agent performance in ways not possible with traditional methods
How Speech Analytics can identify revenue opportunities missed by traditional quality methods
How Speech Analytics was used by two different companies in two different industries to improve the precision of call quality assessment


Who Should Attend:
Contact Center Vice-Presidents, Directors, and Managers
QA Directors and Managers
Training Directors and Managers

Presenters:
Michael Miller
Vice President, Customer Strategy, UTOPY
Mr. Miller is responsible for customer strategy, pre-and-post-sales support, and operational consulting at UTOPY, the industry leader in Customer Interaction Analytics. Prior to joining UTOPY, Mr. Miller was Vice President of Customer Care at E-LOAN, the Internet mortgage lender, where he ran the mortgage and on-line banking call centers. While there, he implemented Speech Analytics to improve sales conversion and increased revenue generation on inbound customer calls by 41%.

Stefania Viscusi
Editor TMCnet
Stefania Viscusi is an established writer and avid reader. She is a 2005 graduate of Albertus Magnus College, Magna Cum Laude. She currently holds a Bachelor's degree in English and a Bachelor's degree in Communications. Stefania has had four of her poems published by "Breakwater" (an Albertus-run literary magazine) and completed a successful internship with the Connecticut Trust for Historic Preservation as a Public Relations Specialist.



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