Contact Center Solutions Featured Article

Free Webinar: Right-Sizing Speech Analytics: Contact Centers Need a Scalpel, Not a Chainsaw

May 28, 2009

No matter what business you are in these days, the need to trim costs has stretched across every industry. And while organizations recognize the need to save money, there’s no replacement for quality customer experience.
 
Especially in a weak economy, it’s crucial for organizations, especially contact centers, to respond quickly to market trends, while work to improve customer experience and maintain productivity at the same time. Speech analytics technology is one solution.
 
The technology has been available some time, but adoption remains low. What are some of the reasons? The cost is high, the solutions are hampered down by complex functionality and the ROI is unclear.
 
While the barriers seem almost impossible to overcome, organizations are realizing the value of speech analytics for contact centers. What’s needed to help drive greater adoption is a new approach to make speech analytics more accessible to help contact centers extract meaningful speech data from customer interactions.
 
The good news is the speech analytics game is changing. Next month, industry experts will discuss in a TMC Webinar how conventional barriers to contact center adoption are being eliminated. Register here For “Right-Sizing Speech Analytics: Contact Centers  Need a Scalpel, Not a Chainsaw,” scheduled for Tuesday, June 23 at 2 p.m.
 
Keith Dawson (News - Alert), senior analyst for Frost & Sullivan’s Contact Center practice, 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 (News - Alert).Read, will moderate the session.
 
The Webinar will reveal the key barriers to contact center adoption of speech analytics solutions. In addition, speakers will break down the barriers of the new paradigm of “Blue Sky” speech analytics vs. “Right-Sized” speech analytics and discuss the benefits of a right-sized speech analytics solution to the agent, the center, the enterprise and customer experience.
 
Contact center managers/supervisors interested in improving center performance, quality, training and value and other professionals who have encountered barriers with the technology are encouraged to attend.
A question-and-answer session will follow the presentation.  Register here now.



Edited by Amy Tierney

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