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August 13 - 15, 2012
New York Marriott Marquis
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SpeechTEK 2012 - Tuesday, August 14, 2012
A205 – Case Study 1: Analytics
4:15 p.m - 5:00 p.m
MODERATOR: Keith Dawson, Practice Leader, Customer Engagement - Ovum

Learn how two different companies have benefited from using speech analytics. Aetna has revised customer agent training to turn negative interactions into positive experiences. Managers in the Garanati Pension call center are able to access details of conversations between customers and call center personnel without listening to individual conversations and can take action immediately to improve poor agent performance and business operations.

Speech Analytics for Garanti Pension Call Center
Yasemin Donmez, Business Development Specialist - Garanti Pension
How Speech and Chat Technologies Revolutionized Our Call Center
Tammy Sills, Manager, Call Center and Techonology Support
Tim Arnold, Call Center and Technology Support

Analytics is transitioning from an emerging technology to an applied business solution. In this session, a major
healthcare provider details how it successfully implemented a speech analytics solution to help identify what drives repeat calls and longer call durations, resulting in significant business benefits.

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