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How Speech Analytics Drives Efficiency, Compliance and Corporate Values

CallMiner

Presented By: CallMiner



October 19th, 2017, 2:00PM EDT

Presented by: Brian LaRoche, Marketing Director, CallMiner Eureka

Jennifer Suda, Dircetor of Operations / EBO, Americollect

Thomas Peroutka, Business Analyst, Americollect

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About the Webcast

 

How Speech Analytics Drives Efficiency, Compliance, Sales and “Ridiculously Nice” Corporate Values for Americollect 

Speech analytics has the power to drive dramatic contact center improvements and reinforce corporate values and messaging.

Join Americollect’s Director of Process Improvement Jennifer Suda and Business Analyst Thomas Peroutka to learn how they used speech analytics to drive meaningful and sustained improvements in the contact center while strengthening corporate values across their entire organization.

Attendees to this informative webinar will learn how Americollect used speech analytics to:

  • Dramatically improve its QA efficiency
  • Enhance its compliance adherence
  • Create agent performance scorecards to reinforce corporate values and reward correct agent behaviors
  • Build a Client Intelligence Feedback System to share with its customers
  • Develop impactful and informative Executive Summary reporting

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    About the Presenters

    Brian Laroche, Director, Account Based Marketing, CallMiner

    Brian LaRoche is responsible for direct and channel outbound marketing programs for CallMiner.  In addition to his marketing responsibilities he is the host and moderator of CallMiner’s popular Monthly Education Webinar series. LaRoche, a call center industry veteran, is a frequent guest speaker, panelist and guest columnist on a number of technical, collections, sales, customer service and leadership topics related to the analytics field.