November 14, 2011
Webinar - UTOPY Webinar Explores Speech Analytics for Precision in Call Quality Assessment
By Tammy Wolf, TMCnet Web Editor
On a daily basis, contact centers can be flooded with inquiries and customer complaints. These customer-centric organizations are constantly striving to improve their customer experience and loyalty, contact center performance, and revenue achievement, and in order to do so, often turn to speech analytics technologies to accurately capture customer insights.
The pioneer in speech analytics technology and customer interaction analytics, UTOPY (News - Alert) will present a free webinar entitled “Using Speech Analytics to Improve Contact Center Quality Measurement.” Set to take place Thursday, Dec. 1, 11 a.m. PT/2 p.m. ET, this webinar will discuss how speech analytics can resolve the two major challenges faced by contact centers performing quality assessments: sample size and criteria objectivity.
Attendees of this webinar, which should include contact center vice presidents and leaders, QA directors and managers, and training personnel, will learn how speech analytics can increase the sample size to 100 percent by automatically evaluating every interaction each agent has with a customer, as well as how standardized definitions measuring behaviors can be objectively defined in terms of what agents are actually saying during calls.
Moreover, webinar attendees will take home how speech analytics can be used to define the agent skills that a company hopes to measure, thus improving the objectivity of results; how speech analytics can automatically measure agent performance in ways not possible with traditional methods; and how speech analytics can identify revenue opportunities overlooked by traditional quality methods. In addition, two case studies will be shared on how two separate companies in two disparate industries turned to speech analytics to enhance the precision of call quality assessment.
Leading this not-to-miss webinar will be Michael Miller, vice president of Customer Strategy for UTOPY, where he oversees pre-and-post-sales support and operational consulting. Prior to joining UTOPY, Miller served as vice president of Customer Care at E-LOAN, an Internet mortgage lender, where he led the mortgage and online banking call centers. During his post at E-LOAN, Miller implemented speech analytics technologies to boost sales conversion and increased revenue generation on inbound customer calls by an impressive 41 percent.
Don’t miss out on this unique opportunity to learn how speech analytics truly improve contact center quality measurement. Register now!
Tammy Wolf is a TMCnet web editor. She covers a wide range of topics, including IP communications and information technology. To read more of her articles, please visit her columnist page.
Edited by Stefanie Mosca