Customer-centric companies depend on Speech Analytics to understand and predict customer behavior in ways never before possible."
Datamonitor

All Archived Webinars.

Below is a list of our recorded past webinars that you can view online.

  • Winds of Change: Thriving in the Changing Collections Landscape

    Learn how the new Dodd–Frank Wall Street Reform and Consumer Protection Act regulations will impact the collection industry.   Collection companies need a greater understanding of their collection efforts, best practices for agent effectiveness, and 100% visibility into their debtor interactions to ensure compliance.  Learn how Nexidia's speech analytics solution allows collections companies to maximize their collection efforts while taking out costs, improving service, and ensuring compliance.

  • Agent Performance Management: The Extreme Makeover Edition

    Discover how EarthLink transformed their entire quality monitoring approach through customer interaction analytics. Learn the results they have achieved in both agent performance and increased customer satisfaction, with the latest techniques that are proven in the field.

  • Customer Interaction Analytics - A Starting Point For Change

    Customer Interaction Analytics allows organizations to analyze every phone call, chat, email and tweet and translate this data into a total picture of the ‘Voice of the Customer'. This allows companies to quickly discover the customer issues that are impacting their business, provide in-depth analysis to find best actions to take, and make fast business decisions that reflect the changes really desired by customers.

  • Transform Your Business with Customer Interaction Analytics

    Customer communication channels now include everything from phone to blogs to email to social forums. This is causing a shift in the way the voice of the customer is captured and analyzed. Learn about the emergence of multi-channel interactions and how tapping into the intelligence they contain can help you transform your business.

  • Real-Time Decisions from Speech Analytics

    This webinar discusses the benefits of real-time speech analytics, including driving real-time information to the agent desktop and providing real-time alerts to improve communications. Also outlined are the practical considerations needed to implement your own system.

  • Discover how Speech Analytics is Reducing Customer Effort and Increasing Performance

    This webinar focuses on how companies in diverse sectors are using speech analytics. Discover how they have made substantial operational savings, improved agent performance, identified process change, ensured compliance and boosted CSA and KPI scores.

  • Make the Grade. Earn Financial Incentives and Improve Customer Service with Speech Analytics

    New financial incentives, such as the Quality Bonus Payment for Medicare Health Plans, have raised the stakes.  Now, more than ever, it pays to deliver superior customer service.  CRMXchange presents this webinar which discusses the specific criteria health plans must meet to qualify for this bonus. Speech analytics empowers plans to improve agent performance and business processes to ultimately improve customer satisfaction and earn financial rewards.

  • Vonage Leverages Speech Analytics Inside The Contact Center

    Vonage experienced success with speech analytics in several areas, including agent training, quality monitoring, sales effectiveness and new product promotions.  Mike Trotter, Vice President of Customer Experience, describes how Vonage has leveraged speech analytics to improve overall contact center operations and deliver marketing intelligence.

  • Using Speech Analytics to Ensure Agent Quality in an Outsourced Environment

    Customer Management IQ presents a webinar about the role of speech analytics in an outsourced environment. Speech analytics allows companies to measure outsourced agent performance while protecting the customer experience. EarthLink shares their outsourcer success story.

  • How Speech Analytics Can Help Give You More for Less

    Customer Strategy Magazine presents a webinar about using speech analytics to gain a greater understanding of customers, improve service, win loyalty and save money.

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