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August 13 - 15, 2012
New York Marriott Marquis
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| TRACK A: BUSINESS STRATEGIES |
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A205 – Case Study 1: Analytics
4:15 p.m - 5:00 p.m
MODERATOR: Keith Dawson, Practice Leader, Customer Engagement - Ovum
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 Learn how two different companies have benefited from using speech analytics. Aetna has revised customer agent training to turn negative interactions into positive experiences. Managers in the Garanati Pension call center are able to access details of conversations between customers and call center personnel without listening to individual conversations and can take action immediately to improve poor agent performance and business operations.
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Speech Analytics for Garanti Pension Call Center
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How Speech and Chat Technologies Revolutionized Our Call Center
Tammy Sills, Manager, Call Center and Techonology Support Analytics is transitioning from an emerging technology to an applied business solution. In this session, a major
healthcare provider details how it successfully implemented a speech analytics solution to help identify what drives repeat calls and longer call durations, resulting in significant business benefits.
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Bronze Sponsors
Corporate Sponsors
Tuesday Evening Networking Reception Sponsor
Tuesday Keynote Lunch Sponsor
Monday Keynote Lunch Sponsor
Association Sponsor
Media Sponsors
Co-located with:
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