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Cutting Through the Noise - Comparing Contact Center Performance Management with Speech Analytics
Thursday,
August 14, 2008
2:00pm ET
/ 11:00am PT |
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Significant advances in the solutions to improve the performance of contact centers have been made over the last few years. Among the new solutions available, contact center performance management (CCPM) and speech analytics are receiving a great deal of attention. Both offer significant benefits to companies that operate call centers, their management and staff, and their customers.
The challenge for many call center managers and executives evaluating these two technologies is that they both promise similar business benefits – reduced average handle time (AHT), improved first call resolution (FCR) and increased sales are just a few. However, while CCPM and speech analytics may promise similar benefits, the business problems they solve, the degree and source of the benefits they deliver, and the deployment risks of each are quite different.
The purpose of this webinar is to put CCPM and speech analytics into perspective, so that you have a better understanding of their respective benefits, their differences, and which solution is right for your business.
After the presentation, the Webinar will be open for a live Q&A. Be sure to have your questions ready!
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 Rob Berry
Sr. Director, Product Marketing
Enkata
Rob Berry has over 10 years of experience in enterprise analytics, with a heavy emphasis on the call center.
Since joining Enkata in 2005, Rob has authored numerous articles and white papers and presented to wide ranging audiences on a diverse range of contact center topics including contact center performance management (CCPM), call center analytics, agent coaching and training and speech analytics. As the leader of business development and product marketing functions for Enkata, Rob is constantly researching and evaluating call center technologies and the evolving vendor landscape.
Prior to Enkata, Rob held leadership positions in product marketing and product management at Hyperion and Arbor Software, where he helped define and build the industry leading business intelligence platform.
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Erik K. Linask
Group Managing Editor,
Technology Marketing Corporation
Erik oversees the daily operation of TMCnet, which delivers news, information, videos, white papers, podcasts, and more to three million visitors each month. He is also a contributor to TMCnet as well as TMC’s IP Communications publications.
Prior to joining the TMC team, several years ago, he was Managing Editor at Global Custodian, a global securities services publication, where he also managed the magazine’s survey research. Erik began his professional career at management consulting firm Leadership Research Institute. |
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