Presented By: Diago Lomanto, Verint® Witness Actionable Solutions® and Roman Trebon, Business Review Manager, Speech Analytics, Elavon
On Demand- Live Date February 2010
“At Elavon we were able to save nearly 600 at-risk accounts—about $1.7 million in revenue— in the first three months alone” — Roman Trebon, Elavon
I’d like to share with you how we found an innovative way to retain our at-risk customers. We’ve leveraged speech analytics as a strategic asset in its customer service operations, which has allowed our organization to significantly improved customer retention. In addition, we were able to gain greater insight into a variety of custom er and process issues. The ability to proactively identify customer frustrations and potential defections has been priceless. We’ve been able to save more accounts than ever before and take our service operations to new heights. Listen to this session as we explore:
--The latest speech analytics technology, and how it can be used as a strategic and competitive asset in today’s customer service operations
--Ways to apply speech analytics to help improve customer experiences and retention
--How analytics technology helps identify revenue and growth opportunities
--Best practices for operationalizing analytics for both customer and company success
About the Presenters
Roman Trebon is a Senior Manager for Elavon's Voice Analytics Team focused on retaining merchant business. He brings over five years of experience integrating speech recognition technology to the financial marketplace and 7-8 years of global contact center experience. He has successfully worked to increase customer satisfaction and retain business through innovative uses of Speech Analytics.
Diego Lomanto is a senior solutions marketing manager with Verint Witness Actionable Solutions. With more than 10 years experience in software marketing, he is focused on Verint’s analytics products; helping define features and functionality, while leveraging his broad expertise to help organizations get the most value from their analytics technology.
SIGN IN TO WATCH A RECORDING OF THE WEBCAST