Complimentary Webinar: How to Turn Speech Analytics Tools Into a Strategic Goldmine

May 14, 2010 (PRLEAP.COM) Business News
Visit Customer Management IQ ( to view a free webinar on Speech Analytics for Contact and Call Centers from Customer Management IQ, Gartner and UTOPY.

Be the first to hear Jim Davies, Gartner Research Director within its CRM Practice, demystify the magic in Speech-Analytics and answer your burning questions on:

-What are the drivers for embarking on a Speech Analytics initiative?
-Is the technology mature and ready for mass adoption today?
-What are the selection criteria to be considered?
-Which technological approach is best suited to your needs?
-How does Speech Analytics really work?
-How does it transform the traditional Contact Center and Voice of the Customer applications?
-What is the financial impact realized by the early adopters?
-What are the key success factors in maximizing these benefits?

"The ability to uncover a previously untapped customer voice that can help drive retention and satisfaction combined with their ability to help optimize operational performance means that speech analytics should no longer be viewed as a luxury item but an important component of an optimally run contact center." Jim Davies

This webinar is presented by Jim Davies, Research Director at Gartner and Colette Yee, Director of Strategic Marketing at UTOPY

Jim Davies is the Research Director within Gartner's Global CRM team. He has been an analyst with Gartner for 10 years and was previously employed as a senior research scientist for DERA, a government agency for 9 years. His research focuses on the emerging contact centre workforce optimization market, enterprise feedback management and customer experience management.

Colette Yee heads up market insight and solution strategy at UTOPY where she drives strategic solution direction, engages industry analysts and media, and extends UTOPY's market and thought leadership in the Customer Experience and Speech Analytics arena. Colette holds an MBA from the Wharton Business School and a Computer Science degree from the National University of Singapore. She has spoken at numerous industry events and has been published in various industry publications.

View this webinar now at

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