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SpeechTEK 2015 - Tuesday, August 18, 2015
B204 – PANEL: Effective Measurement and Evaluation of Speech Applications
2:45 p.m - 3:30 p.m
MODERATOR: James R. Lewis, Senior Human Factors Engineer - IBM Corporation AVIxD
Nancy Gardner, Principal Consultant, Professional Services - Verizon Business Group
Phil Shinn, CTO - ImmunityAnalytics
Jamey White, Human Factors Consultant, Customer Information Technology (CIT) - Convergys AVIxD

There are so many ways to measure the performance of and customer satisfaction with speech applications, it’s mind-boggling to make sense of it all. Is containment more important than first-call resolution? Should we care more about Net Promoter Score or comments on social media? Panelists in this session give solid guidance on the strengths and limitations of various methods of measurements and evaluation, understanding which method is appropriate for the question you’re asking, and how to properly constrain the conclusions you make based on available data.

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