Top Industry Leaders Advise Contact Centers on how to realize ROI from Speech and Text Analytics

Top Industry Leaders Advise Contact Centers on how to realize ROI from Speech
                              and Text Analytics

PR Newswire

COLORADO SPRINGS, Colo., July 18, 2013

COLORADO SPRINGS, Colo., July 18, 2013 /PRNewswire/ -- Call centers use speech
and text analytics to gather information from recorded calls and messages.
This information can help with a business' strategy, process, and operation,
as well as call center agent issues. Ultimately it can be a key player in
reducing costs and improving the customer experience.


At the ICMI Call Center Demo and Conference, to be held in Atlanta, GA,
October 21-23, industry leaders will advise contact center managers on how to
realize the full potential of these systems. Attendees will hear from
organizations that have successfully implemented these technologies and are
using them to drive tangible business value. They will discuss how they
obtained funding, lessons learned through the implementation process, and how
these technologies are being used to move their organizations to a new level
of service.

The session will be moderated by Lori Buckland, one of ICMI's most popular
speakers. Lori is a recognized industry leader in contact center strategy,
technology, and operations.

Panelists for this discussion include:

  oVictor Janey, Senior Operations Director for General Dynamics Information
  oAmas Tenumah, Vice President of Operations for Teleflora
  oStephanie Claycomb, Business Systems Sr. Consultant for Allstate Insurance

Other Operations Management Sessions offered at Call Center Demo & Conference:

  oIncrease Productivity through "Extreme" Workforce Optimization
  oCustomer Experience Metric for Dramatic Change
  oData Overload? Break Free of Analysis Paralysis


Gold Sponsors: InContact,  LiveOps, and USAN
Sterling Sponsors: Five9, TantaComm, VoltDelta, and Voxeo

Other Exhibitors

8x8 Inc., ADTECH Global, CallCopy, Castel Communications, Customer
Relationship Metrics, Interactive Intelligence, Intradiem, iQor, LogiCALL by
Jones/NCTI, Pipkins, Presence Technology, PTP, TCN, tcp, WFMSG and White Pages
Pro. A complete list of exhibitors can be found here.

About ICMI

The International Customer Management Institute (ICMI) is the leading global
provider of comprehensive resources for customer management professionals --
from frontline agents to executives -- who wish to improve customer
experiences and increase efficiencies at every level of the contact center.
Since 1985, ICMI has helped more than 50,000 organizations in 167 countries
through training, events, certification, consulting, and informational
resources. ICMI's experienced and dedicated team of industry insiders,
trainers, and consultants are committed to helping you raise the strategic
value of your contact center, optimize your operations and improve your
customer service. For more information, ICMI is a part of
UBM (, a global live media and B2B communications, marketing
service and data provider.


Contact: Sandra Kemp, ICMI,
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