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SpeechTEK 2013 - Wednesday, August 21, 2013
C303 – PANEL: Get the Truth About How Callers Really Feel
1:45 p.m - 2:30 p.m
MODERATOR: Martha Senturia, Senior VUI Designer - Performance Technology Partners
Peter Leppik, President and CEO - Vocal Laboratories Inc.
Mary Constance Parks, Principal Experience Designer, Automation and Control Solutions - Honeywell
James R. Lewis, Senior Human Factors Engineer - IBM Corporation AVIxD
Ed Elrod, Sr Consultant - Enterprise Integration Group

Most companies claim to care about customer satisfaction but are vague on the details about truly understanding the experience being provided to customers and what’s needed to improve it. Panelists in this session explore a wide range of techniques such as customer satisfaction surveys, reports from call center representatives, call observations, and usability studies to help you avoid pitfalls and maximize the advantages of each method.

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