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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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PRESENTERS:
 

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.


 

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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