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SpeechTEK 2011 - Monday, August 8, 2011
C101 – Best Practices for Using Analytics
10:15 a.m - 11:15 a.m
MODERATOR: Dan York, Director of Conversations - Voxeo, an Aspect Company
Enhancing Customer Service Operations
Camilo Bandera Ortega, General Manager - On-Q Global Solutions

This session describes industry best practices for using speech analytics in the contact center; outlines the trend toward real-time data analysis and howit provides a competitive edge; describes the path toward improving key metrics, including first call resolution, average handle time, and average speed toanswer; and details specific steps to positively impact agent productivity and quality assurance without adding additional staff.

Analytics Use Cases
Amanda Harlin, Lead Technical Account Manager for Microsoft Tellme - Microsoft

Teams suffer from a lack of usable data to determine design improvements. Neither of the two common solutions — requesting custom instrumentation, or spending hours in manual analysis — is sustainable. This session examines alternative approaches to help analysts uncover application improvement opportunities and discusses the outcomes of prototypes used to test these approaches. The presentation concludes with a recommended process to automatically uncover the largest-impact opportunities to increase application performance, based on actual user behavior.

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