FREE WEBINAR: Right-Sizing Speech Analytics:
Contact Centers Need a Scalpel, Not a Chainsaw

Speech analytics technology has been available to contact centers for years, yet adoption remains remarkably low. How can this be for a technology that can provide such valuable and meaningful information about the customer experience, as well as the performance of agents, the center and the enterprise?

It’s because using most of the currently available speech analytics solutions in the contact center is like using a sledgehammer to kill a spider. The solutions cost too much, are mired down in complex and underutilized functionality and require specialized resources to utilize. The path to any ROI, let alone immediate ROI, is unclear and cumbersome at best.

What’s needed instead is a new and practical approach to making speech analytics a more accessible, mainstream and realistic option for quickly extracting meaningful but unstructured speech data from customer interactions and integrating this data with other key customer, call or enterprise data to deliver valuable diagnostic and prescriptive information to decision-makers in the center and across the organization.

Especially in this economy, organizations must focus on solving immediate business issues, responding quickly to market/competitive trends and continuously improving customer experience. New speech options are opening up to contact centers that enable them to strip out the extravagant and buy only what’s needed to deliver on these and other important objectives.

The contact center market is in need of speech analytics solutions that:

• Minimize total cost of ownership
• Eliminate hidden costs
• Remove complexity and the need for additional resources
• Deliver immediate and enduring ROI

The speech analytics game is changing and the conventional barriers to even small and mid-sized contact center adoption are finally being eliminated. Attend this informational and timely Webinar to find out how.

What Attendees will learn:

• What the key barriers are to mainstream contact center adoption of speech analytics solutions
• The new paradigm: “Blue Sky” speech analytics vs. “Right-Sized” speech analytics
  – breaking down the barriers
• The benefits of a right-sized speech analytics solution to the agent, the center,
  the enterprise and your customer experience

Who should attend:

• Contact center managers/supervisors interested in improving agent/center performance,
  quality, training and value
• Contact center and/or customer service professionals that have thought about or even evaluated speech analytics in the past, but encountered the many barriers to making it a realistic option for their business
• Enterprise decision-makers interested in the valuable customer, market, product/service, competitive and performance information and trends that are easily accessible from within customer interactions