SPEECH ANALYTICS: ADOPTION, APPLICATION AND BEST PRACTICES
Marc Cataldo, Director, Credit and Collections, CALLMINER
Adam Cohen, Co-Chairman/CEO, PHILLIPS AND COHEN
Angela Blevins, VP of Club Services, Customer Care, BLUEGREEN CORPORATION
Tracy Dudek, President, Operations, STATE COLLECTION SERVICE
Speech analytics can have a tremendous impact on the call centers of creditors and collection agencies. Analyzing 100% of phone calls delivers instant insight on agent behaviors and can protect companies from serious compliance violations. A speech analytics system can ensure that agents are delivering the right message (Mini-Miranda, Call Recording Disclosure, Right Party Contact, etc.) at the right time. In addition, the information uncovered by speech analytics can be used to automate agent performance management, identify successful behaviors, and measure the effectiveness of agent coaching.
This session will showcase how speech analytics can quickly transform your contact center operations and deliver measurable return on investment. The panelists will share best practices and key lessons learned from their own speech analytics implementations and discuss how they were able to successfully leverage this must-have technology.