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SpeechTEK 2011 - Tuesday, August 9, 2011
C201 – Measuring User Experience
10:45 a.m - 11:30 a.m
MODERATOR: Lori Schmidt, Business Analyst - Pitney Bowes
Measuring and Benchmarking the Caller Experience Using Analytics
Joe Alwan, AVOKE Analytics - Raytheon BBN Technologies

The Caller Experience Index quantifies the subjective caller experience by automatically measuring the frequency of dissatisfying events such as dropped calls, multiple retries, transfers, and verbalized frustration. Drawing on benchmark data Raytheon BBN compiled for several of its Fortune 100 clients, Alwan shows how to generate actionable insights for improving the caller experience.

Optimizing Customer Experiences
Jim Jenkins, Founder/CEO - IQ Services

Contact center and IVR self-service applications play significant roles in customer experience optimization. Optimizing customer experiences increases
customer loyalty, cost savings, and revenue. Deploying a quality management, measurement, and improvement process around new and existing customer-facing apps is an ideal way to meet strategic objectives by improving internal metrics and, most importantly, increasing customer satisfaction.

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