"Interaction Analysis: Utilizing Customer Interactions as a Strategic Asset"
Presented July 30, 2008
Roger Woolley, VP Marketing, Autonomy etalk

Speech analytics is the key to unlocking customer intelligence and leveraging it as a strategic asset in your enterprise. View this recorded webcast to hear Roger Woolley, VP Marketing for etalk solutions, discuss the various methods of speech analytics, applying speech technology to your business objectives, and maximizing the value of your customer interactions.

"How to Develop Effective Coaching Programs for Maximum Results"
Presented May 2008
Roger Lee, Director Business Consulting, Autonomy etalk

In this webinar, Roger Lee discusses ways to maximize contact center resources and technology and address strategies for developing effective coaching practices that foster continuous improvement in your coaches and your agents.

"What is eDiscovery and Why does it Matter to the Contact Center?"
Presented February 26, 2008
Matthew Storm, Product Marketing Manager, Autonomy etalk and Michael Gaines, Product Marketing Director, Autonomy-ZANTAZ

In this webcast, Matthew Storm and Michael Gaines discuss recent changes to the Federal Rules of Civil Procedure (FRCP), offer best practices for meeting eDiscovery requirements, and help you understand the legal impact these regulations can have on your contact center operations.

"State of the Contact Center Industry: From Recording to Analytics"
Presented December 4, 2007
by Steve Graff, Vice President of Technology and Chief Architect and Ed Kawecki, Customer Service Innovation Director

In this webinar, Steve Graff and Ed Kawecki present their best practices for meeting customer service and compliance expectations, discuss key industry trends, and offere techological and strategic solutions to common contact center challenges.

"How to Use Real-Time Speech Analytics to Retain Customers and Improve Agents' Performance"
Presented August 23, 2007
by Matt Storm, Autonomy etalk Product Manager and Donna Fluss, Founder and President, DMG Consulting LLC

This webcast outlines the latest advances in real-time speech analytics and reveals how this technology can help you retain customers and empower your agents to provide the best possible customer service.

"Encrypting Recordings is Not Enough: Complying with Payment Card Industry Data Security Standards"
Presented July 26, 2007
by Steve Graff, Autonomy etalk VP Technology

The Payment Card Industry (PCI) Data Security Standards were formed to protect personal and financial data that is stored, processed, or transmitted via credit or debit cards. The PCI standards apply to all payment channels, including retail, mail and telephone order, and e-commerce.  As these PCI standards directly affect the call recording industry, many companies have become concerned with the level of security provided through their call and desktop recording products. In this webcast, we address the security requirements contact centers should look for in recording software, and offer guidelines for implementing PCI-regulated security features.

"Achieve Continuous Service Improvement by Linking Training to Surveys"
Presented March 13, 2007
by Matt Storm, Product Manager, Autonomy etalk and Joenil Mistal, Project Manager, Kaiser Permanente

Customer service departments intuitively know that measuring customer satisfaction and enhancing the service delivered go hand-in-hand. However many don’t realize that by attaching customer surveys to quality monitoring efforts in the contact center, organizations can develop an accurate view of customer service and effectively identify opportunities for training and coaching. Learn how Kaiser Permanente has realized an incremental customer satisfaction increase since relating on-line training programs with results from post-call customer satisfaction surveys.