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August 13 - 15, 2012
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SpeechTEK 2012 - Tuesday, August 14, 2012
A202 – Planning for Cross-Channel Experiences
11:45 a.m - 12:30 p.m
Jenni McKienzie, Voice Interaction Designer - SpeechUsability

As organizations fully embrace cross-channel customer contacts, they are faced with a new range of planning and strategy tasks. Nowlin-Green presents a checklist of foundation elements every contact center needs, including developing a contact history database, and accurate knowledgebase, and how to plan and prepare your environment for the customer experience of the future. Sharma presents the benefits of a well-designed, unified, multichannel application framework that increases customer satisfaction and retention.

Walk Before You Run--Are You Ready For Where This Multi-Modal Conversational World is Heading
Rebecca Nowlin Green, Principal Business Consultant, - Nuance
Does Your Left Hand Know What Your Right Hand Is Doing
Manish Sharma, Founder and President - Techno-ventions Inc.

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