Using Speech Analytics to Improve Contact Center Quality Measurement
Thursday, December 1, 2011 11:00 AM PT/ 2:00 PM ET

Contact Center quality assessment traditionally has had two major challenges: sample size and criteria objectivity. Speech Analytics can help with both of these challenges by:

    1. Automatically evaluating every interaction each agent has with a customer, thus increasing the sample size to 100%; and
    2. Using standardized definitions to measure behaviors that can be objectively defined in terms of what agents actually say during calls.
What Will Attendees Learn?
  • How Speech Analytics can be used to define the agent skills that a company wants to measure, improving the objectivity of results
  • How Speech Analytics can automatically measure agent performance in ways not possible with traditional methods
  • How Speech Analytics can identify revenue opportunities missed by traditional quality methods
  • How Speech Analytics was used by two different companies in two different industries to improve the precision of call quality assessment

Who Should Attend:
  • Contact Center Vice-Presidents, Directors, and Managers
  • QA Directors and Managers
  • Training Directors and Managers

Michael Miller
Vice President, Customer Strategy, UTOPY

Mr. Miller is responsible for customer strategy, pre-and-post-sales support, and operational consulting at UTOPY, the industry leader in Customer Interaction Analytics. Prior to joining UTOPY, Mr. Miller was Vice President of Customer Care at E-LOAN, the Internet mortgage lender, where he ran the mortgage and on-line banking call centers. While there, he implemented Speech Analytics to improve sales conversion and increased revenue generation on inbound customer calls by 41%.

Tammy Wolf
Web editor TMCnet

Tammy Wolf is a TMCnet web editor. Previously she was assistant to the editor at The Darien Times, a weekly newspaper in Darien, Conn., where she edited submissions, did page layout and design and helped manage the newspaper's website. Before that she was an editorial intern at The Portsmouth Herald, a Seacoast Media Group publication, in New Hampshire. She graduated with a bachelor's degree in English/Journalism, magna cum laude, from the University of New Hampshire.