SpeechTEK.com home
August 13 - 15, 2012
New York Marriott Marquis
Monday Tuesday Wednesday
Sunrise Discussions Customer Case Studies Speakers
Keynotes Register Now SpeechTEK University
SpeechTEK 2012 - Monday, August 13, 2012
A101 – PANEL: Agent/Automation Balance
10:15 a.m - 11:00 a.m
MODERATOR: Tara Kelly, President & CEO - SPLICE Software Inc.
Mark W Stallings, Managing Partner, VUI Design Practice - Forty 7 Ronin Inc.
Tobias Goebel, Senior Director Emerging Technologies, Product Management and Marketing - Aspect Software, Inc.
Helen VanScoy, Director, User Interface Design - Performance Technology Partners

Even with the best IVR systems, there are cases in which customers require the assistance of a call center agent. If agents are made too easily available, organizations risk losing opportunities for automated self-service, but if agents are too closely guarded, organizations risk frustrating customers who can’t easily get help when they need it. Getting the balance right between self- and agent-assistance in the call center is no longer an elusive goal. Learn proven methods from the experts on how to balance agents and automation to create superior customer service.

Connect with
SpeechTEK 2012


Bronze Sponsors
Corporate Sponsors
Tuesday Evening Networking Reception Sponsor
Tuesday Keynote Lunch Sponsor
Monday Keynote Lunch Sponsor
Association Sponsor
Media Sponsors
Co-located with: