Free Webinar: Finding the 'Right Size' Between Speech Analytics Technology and Contact Centers
June 17, 2009
The economic downturn has many companies looking at various cost-cutting measures while improving the customer experience. It’s not an easy task, especially when dealing with contact centers. But certain technology, such as speech analytics, exists to help achieve those goals.
The technology gives contacts centers the chance to strip out the extravagant options and buy only what’s needed to reach key objectives. And at a time when budgets are tight, it’s an important tool to consider. Even so, overall adoption has been low. Certain barriers have prevented full-scale usage, including the high cost, vague ROI and complex functionality of solutions.
What’s needed to encourage greater usage? Experts say a new approach to make speech analytics more accessible is the key. The end goal is to help contact centers glean meaningful speech data from customer interactions.
Keith Dawson, senior analyst for
Frost & Sullivan’s Contact Center firm, and Jim Shulkin, director of marketing for
Envision Telephony, Inc., a provider of workforce optimization (WFO) solutions for the contact center industry, will lead the Webinar. TMC Senior Contributing Editor Brendan B. Read will moderate the session.
During the
Webinar, attendees will learn:
- The key barriers that exist to mainstream contact center adoption of speech analytics solutions.
- The new paradigm: “Blue Sky” speech analytics vs. “Right-Sized” speech analytics
- The benefits of a right-sized speech analytics solution to the agent and the center
- The enterprise and customer experience
TMC’s
Webinar is ideal for contact center managers/supervisors interested in improving center performance, quality, training and value and other professionals who have encountered barriers with the technology.
The presentation will be followed by a question-and-answer session.
Register here for the event.
Edited by
Amy Tierney
