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Wednesday, October 14, 2015 02:00 PM EDT / 11:00 AM PDT
 
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 Every phone call with your customers contains valuable but unstructured voice of customer data. Listening to what your customers want and using those insights to take action and inevitably improve the customer experience will have a direct impact on the bottom line.

Today, companies and call centers looking to improve the customer experience are using speech analytics technology to capture insights about their customers, relevant to all areas of their business, including Sales, Customer Service, Marketing, Operations, and more. Discover how businesses are using speech analytics today to stay on top of their game and on a path of growth.

Attendees will learn how to:
  • Discuss the business intelligence capabilities that analytics can provide to position contact centers as strategic and profit-centric operations.
  • Demonstrate the advantage of analytics programs, specifically speech analytics, in helping businesses of all sizes mine the voice of their customers to extract critical data points from every customer conversation.
  • Detail why analytics are becoming more accessible for companies that had previously considered the tool beyond their means and how to achieve ROI more readily.
  • Expand call monitoring practices to go beyond traditional score cards and capture more advanced analysis.
  • Expand your call monitoring capabilities and incorporate more high-impact trend analysis of phone call content.
  • Harness the unquantifiable business intelligence contained in phone calls to improve KPIs.
  • Discover best practices to include in Quality Assurance program development.
  • Improve the customer experience by assessing call recordings and mining voice data for business insights.
  • Listen and learn from your customers

Who should attend:
  • Execs who want to improve KPIs—CEOs, CFOs, COOs, Pres., VPs, CS directors/VPS, Sales Directors/VPs
  • Call Center management/directors/supervisors
  • Customer Service management/supervisors
  • Director of Operations
  • Customer Experience professionals
  • Call/contact center agent trainers/coaches
  • Call Quality Assurance professionals
  • Sales operations professionals
  • Business analysts

Presenters

Sabrina DeRose
Account Manager – Speech Analytics Solutions
CallFinder



Larry Rathbone
Vice President of Operations
firstSTREET



Shannon Gronemeyer
Founder & CEO
Customer Centered Strategies


Moderator

Erik K. Linask
Group Editorial Director
TMCnet