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SpeechTEK 2011 - Monday, August 8, 2011
A104 – Improve Speech Applications Through Customer Feedback
3:00 p.m - 4:00 p.m
MODERATOR: Michael Smith, Self Service Solution Opportunity Architect, Professional Services - Avaya
Peter Leppik, President and CEO - Vocal Laboratories Inc.

This presentation focuses on the nuts and bolts of creating a customer feedback program to measure and improve speech applications. Attendees will learn how to evaluate survey methodology, craft an effective survey, and use customer feedback to improve self-service rates. This session helps attendees understand the impact of good design on business drivers such as customer loyalty and net promoter scores. Attendees can learn how to use feedback from customers to optimize self-service offerings.

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