| Achieving Measurable Business & Process Improvements, and ROI, with Speech Analytics
Wednesday, October 14, 2015
TIME: 2:00pm ET/ 11:00am PT | | | | Every phone call with your customers contains valuable but unstructured voice of customer data. Listening to what your customers want and using those insights to take action and inevitably improve the customer experience will have a direct impact on the bottom line.
Today, companies and call centers looking to improve the customer experience are using speech analytics technology to capture insights about their customers, relevant to all areas of their business, including Sales, Customer Service, Marketing, Operations, and more. Discover how businesses are using speech analytics today to stay on top of their game and on a path of growth. Attendees will learn how to:
- Discuss the business intelligence capabilities that analytics can provide to position contact centers as strategic and profit-centric operations.
- Demonstrate the advantage of analytics programs, specifically speech analytics, in helping businesses of all sizes mine the voice of their customers to extract critical data points from every customer conversation.
- Detail why analytics are becoming more accessible for companies that had previously considered the tool beyond their means and how to achieve ROI more readily.
- Expand call monitoring practices to go beyond traditional score cards and capture more advanced analysis.
- Expand your call monitoring capabilities and incorporate more high-impact trend analysis of phone call content.
- Harness the unquantifiable business intelligence contained in phone calls to improve KPIs.
- Discover best practices to include in Quality Assurance program development.
- Improve the customer experience by assessing call recordings and mining voice data for business insights.
- Listen and learn from your customers
Who should attend: - Execs who want to improve KPIs—CEOs, CFOs, COOs, Pres., VPs, CS directors/VPS, Sales Directors/VPs
- Call Center management/directors/supervisors
- Customer Service management/supervisors
- Director of Operations
- Customer Experience professionals
- Call/contact center agent trainers/coaches
- Call Quality Assurance professionals
- Sales operations professionals
- Business analysts
 | | | Sponsors:   | | | | | Presenters:  | Sabrina DeRose
Account Manager - Speech Analytics Solutions, CallFinder
| | | Sabrina is a seasoned customer experience professional with a background in marketing, project management, technology consulting, and career development. As a core member of the CallFinder team, Sabrina is dedicated to supporting and training businesses in the use of call recording and speech analytics technology to extract insights from the conversations they have with their customers. Working alongside clients, her main goal is to identify actionable business drivers and insights within recorded calls, to uncover increased revenue and efficiency opportunities. Sabrina's experience includes helping businesses define their goals and objectives in using a speech analytics solution, develop search parameters and phrases necessary to achieve those goals, designing and customizing searches within the CallFinder interface so they can easily extract and analyze the data, with the ultimate goal of converting insights into action for tangible, sustainable, and measurable outcomes. She has been with CallFinder for four years, with knowledge in phonetic and cloud-based audio mining solutions, and call routing technology.
 | Larry Rathbone
Vice President of Operations, firstSTREET
|  | Larry lassos leads. He is an experienced senior executive in the retrofit home improvement industry, having spent nearly two decades marketing home exteriors. In 2011 he began developing the business model, personnel, marketing systems and infrastructure of the nation's first network of contractors dedicated to aging-in-place home improvements for seniors, currently generating over $100M in sales. With an historical focus on lead origination, distribution and system management, Larry's contact center core courses through his blood still today as he keeps his centers on the cutting edge of technique and technology. He was an early adopter of cost-effective telephony board - based dialers in the 1990s and an early adopter of VOIP and VOIP-based contact centers in the 2000s. He has lately successfully developed the people, processes and platforms for the first cloud-based system to match an in-home sales rep to a consumer without the sales rep leaving the office and allowing the consumer to complete a high ticket home improvement purchase live in the cloud
using web cams and shared browsing. While Larry's geek gene and thirst for technology drives him, his real passion is the hiring and development of people as he spends his workdays coaching and leading a team of professionals he feels fortunate to surround him.  | Shannon Gronemeyer
Founder & CEO, Customer Centered Strategies
|  | Moderator:
 | Erik K. Linask
Group Editorial Director, TMCnet
| Erik oversees the daily operation of TMCnet, which delivers news, information, videos, white papers, podcasts, and more to three million visitors each month. He is also a contributor to TMCnet as well as TMC's IP Communications publications.
Prior to joining the TMC team, several years ago, he was Managing Editor at Global Custodian, a global securities services publication, where he also managed the magazine's survey research. Erik
began his professional career at management consulting firm Leadership Research Institute. | |
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