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SpeechTEK 2014 - Tuesday, August 19, 2014
Astor Ballroom (7th floor)
A205 – Analytics Helps Government and Business
4:15 p.m - 5:15 p.m
Heather Callahan, Manager - Information & Business Development - City of Toronto

Find out about an analytics tool the City of Toronto implemented in its 24/7 311 Contact Center that enables the call center to automatically analyze and categorize all call recordings. The tool lets the call center easily analyze customer voice interactions and understand pain points while making sure recommendations are implemented.

Data-Driven Personalization in Retail
Daniel Padgett, Software Engineer - Google

Walgreens operates an over-the-phone solution, handling millions of pharmacy-related calls annually. Learn how it reduced customer effort, increased containment, and improved customer satisfaction by collecting usability and survey data to identify trouble spots in order to provide personalized, relevant, and real-time content and options.

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