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Wednesday, May 18, 2016 02:00 PM EDT / 11:00 AM PDT
 
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 In today’s always on, always-connected world, context is emerging as the new king when it comes to customer interactions. Differentiated value and customer loyalty depend more and more on having an enriched understanding of the customer. Providing individualized experiences are now critical to creating sustainable value and customer loyalty.

Speech is, and is likely to remain the dominant way customers choose to interact when they want results. Self-service is becoming increasingly important, however, when customers want action they “want to speak to somebody.”

Thus, whether you are a contact center, call recording platform, conferencing provider, video management solution or hosted PBX the single most important part of any conversation is what’s said.

The good news is that with the combined improvements to accuracy, turnaround time and cost, speech analytics is now readily available for businesses of any size. Being able to surface insights from recordings enables businesses to now do for the phone lines, what HubSpot does for a customer's websites. The intelligence determined from spoken interactions will lead to improved decision making, better customer experiences, a more complete customer profile and higher customer retention rates.

If you are only listening but not hearing the voice of your customers, now is the time to formulate your speech analytics strategy.


What attendees will learn:
  • How to best leverage speech analytics for any market; what should I be looking for?
  • The benefits of a speech analytics solution; more data, lower costs, improved ROI
  • The top business drivers for integrating a speech analytics solution into your recording platform
  • The process and training requirements to receive elite predictive analytics results

Who should attend:
  • C-Level executives and department heads (President, CEO, CMO, CFO, CSO, VP, Director) in product, sales, technology, etc
  • Call Center management/directors/supervisors
  • Customer Service management/supervisors
  • Director of Operations
  • Call/contact center agent trainers/coaches
  • Call Quality Assurance professionals
  • Sales operations professionals
  • Heads of Marketing
  • Professional Service Leaders
  • System integrators
  • Anyone with an influence on customer experience strategy
  • Business analysts

Presenters

Jay Blazensky
Co-Founder & Chief Revenue Officer
VoiceBase


Drew Thorne-Thomsen
Business & New Channel Development Advisor





Moderator

Peter Bernstein
Senior Editor
TMCnet