Join etalk as we Explore how speech analytics can help businesses understand their customers.

In this half-day session we'll discuss the wealth of information that call recordings in the contact
center can provide to the entire organization, and demonstrate the only technology that can actually
understand the meaning of these customer calls. You'll also get the opportunity to hear from one
of etalk's quality monitoring customers, as well as participate in general industry networking.

Understanding the Voice of the Customer

Roger Lee, etalk Director of Consulting Services

A lot has been said about listening to the voice of the customer to ensure that your business is delivering quality service.  But what about understanding that voice? Roger Lee, etalk Director of Consulting Services and certified Six Sigma Black Belt, draws upon his 15 years call center experience to discuss how call recordings can contain a wealth of information that goes beyond simply gathering data for quality monitoring. Using real examples, Roger will show how mining recordings for deeper trending and analysis can deliver cost saving process improvement opportunities or uncover sales and marketing trends that can spur business growth. This presentation will deliver practical tips for customer service organizations to begin leveraging the data within customer calls for strategic business initiatives that can be felt throughout the organization.

 

Understand Your Customers with Speech Analytics

Matt Storm, etalk Product Manager

Beyond traditional call recording, today's contact centers contain volumes of information that must be captured, processed, and distributed on a daily basis. An overwhelming percentage of this valuable information —audio recordings, documents, web pages, and emails—is unstructured and cannot be managed efficiently. Join Matt Storm, etalk Product Manager, for an overview of the pros and cons of the various methods available to analyze customer calls made in the contact center, and why the key to organize, categorize, and access this information starts with having a conceptual understanding. Matt will conclude his presentation with a live demo of Qfiniti Explore, the speech analytic technology from etalk that automatically searches through recorded voice transactions with unprecedented accuracy and speed.

 

Contacts

Events Coordinator
Elahe Jouzdani
Office: 214.533.9996
Email: Elahe.Jouzdani@etalk.com

Director Product Marketing
Kathy Kuehne
Office: 972.819.3221
Email:Kathy.Kuehne@etalk.com


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