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Hitting the Bull's-Eye with Targeted Analytics

WEDNESDAY, JULY 20 - 11:00AM PT / 2:00PM ET

Industry analysts predict that on average each contact center in the U.S. generates over 303,030 hours of audio recordings each year. The manual process of listening to calls and documenting agent compliance and customer experience findings on manual forms can be time consuming, with valuable resources overburdened in measuring whether the agent or customer spoke certain words during a telephone conversation. In many cases, measurement of agent adherence and customer satisfaction can be automated via speech analytics and then leveraged against all recorded calls – not just a few manually-selected recordings.

Join this spirited discussion about analytics-enabled interaction scoring with OpenText WFO Software experts — Sukumar Ramaraj, Head of Product Management; Lorne Wood, Senior Product Manager; and Roger Lee, Principal Evangelist — to learn how to:
  • Use targeted speech analytics for quality optimization and improving the customer experience
  • Augment manual scoring by automatically assigning a customer satisfaction score to calls based on customer statements
  • Extract value from all of your hundreds of hours of recorded calls, value that remains undiscovered when relying solely on your manual QA process
REGISTER NOW to view this webinar.

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David Myron
Editorial Director
CRM magazine
Sukumar Ramaraj
Head of Product Management
OpenText WFO Software
Lorne Wood
Senior Product Manager
OpenText WFO Software
Roger Lee
Principal Evangelist
OpenText WFO Software
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