SpeechTEK Mobile Program

Track C: Customer Experience – Mon, August 8 
10:15 a.m. – 11:15 a.m.

Presented by: Dan York

Enhancing Customer Service Operations

This session describes industry best practices for using speech analytics in the contact center; outlines the trend toward real-time data analysis and howit provides a competitive edge; describes the path toward improving key metrics, including first call resolution, average handle time, and average speed toanswer; and details specific steps to positively impact agent productivity and quality assurance without adding additional staff.

Presented by: Camilo Bandera Ortega

Analytics Use Cases

Teams suffer from a lack of usable data to determine design improvements. Neither of the two common solutions — requesting custom instrumentation, or spending hours in manual analysis — is sustainable. This session examines alternative approaches to help analysts uncover application improvement opportunities and discusses the outcomes of prototypes used to test these approaches. The presentation concludes with a recommended process to automatically uncover the largest-impact opportunities to increase application performance, based on actual user behavior.

Presented by: Amanda Harlin

Track C: Customer Experience – Mon, August 8 
11:30 a.m. – 12:30 p.m.

A voice biometric e-signature can replace traditional ink-on-paper signatures and enable transactions to be securely and legally incorporated into end-toend electronic processes. Learn how e-signatures streamlined workflow in the healthcare industry. Voice biometrics can also minimize fraud. Learn how voice biometrics, combined with cell phone identification, is used in time-andattendance reporting for Medicare and Medicaid, thus minimizing fraud while maintaining a good user experience for the healthcare workers.

Presented by: Julia Webb, Nik Stanbridge, Valene Skerpac

Track C: Customer Experience – Mon, August 8 
1:45 p.m. – 2:45 p.m.

Presented by: Graham Allen

Deliver a Consistent, Compelling Multichannel Experience

Learn how to leverage the strengths of each channel for better interactions across and between channels. Companies not only tend to see channels in silos, but they organize them that way too. This session discusses the strengths of different channels and how to leverage them, as well as how to understand the value of delivering service where channels intersect. Examples include SMS surveys after a phone interaction, high-tech/high-touch approaches, and blending channels to deliver service in the best medium possible (speech, visual, etc.).

Presented by: Elaine Cascio

How to Create an Effective Multichannel Strategy

Providing multichannel communication is critical to enhancing customer satisfaction and improving retention and loyalty. This session defines the core elements needed to create an effective on-demand multichannel communication strategy for success, including agents and automation, two-way voice self-service, SMS messaging, and reporting requirements.

Presented by: Craig DiAngelo

Track C: Customer Experience – Mon, August 8 
3:00 p.m. – 4:00 p.m.

There are challenges when developing user interfaces for vehicle drivers whose hands and eyes are busy. Topics for discussion include minimizing complex dialogues, application and data navigation, voice query, remembering commands, speech recognition accuracy, delivery platform (cell phone versus add-on device versus devices that are integrated with the vehicle), and other challenges for speech technology in vehicles. What can we learn from in-vehicle speech applications that apply to other speech applications?

Presented by: Ed Chrumka, Thomas Schalk, Heath Ahrens, Juan E. Gilbert

Track C: Customer Experience – Mon, August 8 
4:15 p.m. – 5:00 p.m.

Presented by: Ahmed Bouzid

Get Your Customers off the Mobile Island

Mobile applications give your company the ability to provide your customers with a rich interaction experience by providing instant access to information about your company. All of the good feelings these applications promote are lost when your customer calls the contact center and has to restart his or her interaction with your company from scratch. This presentation talks about how to create a seamless customer experience that allows you to use mobile, network speech, and access to the contact center in a way that feels like a single transaction.

Presented by: Max Ball

Service Channel Progression and Speech: Time for Change

Customers no longer accept disconnected, channel-specific applications to handle their need for service. This session focuses on how the enterprise can manage service channel progression by using data “interceptors” and speech together to meet the opportunities presented by these new customer expectations. It explores the types of applications best suited for service interceptors, key cross-channel considerations for resuming service effectively, and how speech can be used as an integral tool in any service channel progression strategy.

Presented by: Cliff Bell

Track C: Customer Experience – Tue, August 9 
10:45 a.m. – 11:30 a.m.

Presented by: Lori Schmidt

Measuring and Benchmarking the Caller Experience Using Analytics

The Caller Experience Index quantifies the subjective caller experience by automatically measuring the frequency of dissatisfying events such as dropped calls, multiple retries, transfers, and verbalized frustration. Drawing on benchmark data Raytheon BBN compiled for several of its Fortune 100 clients, Alwan shows how to generate actionable insights for improving the caller experience.

Presented by: Joe Alwan

Optimizing Customer Experiences

Contact center and IVR self-service applications play significant roles in customer experience optimization. Optimizing customer experiences increases
customer loyalty, cost savings, and revenue. Deploying a quality management, measurement, and improvement process around new and existing customer-facing apps is an ideal way to meet strategic objectives by improving internal metrics and, most importantly, increasing customer satisfaction.

Presented by: Jim Jenkins