Aura Altamiranda

Customer Experience Business Analyst Florida Power & Light

Thursday, August 27

Thursday, August 27th, 2020

1:30 PM How to Transform Customer Experience Using Speech Analytics and Desktop and Process Analytics

Florida Power and Light, a leading power utility company, shares its journey to using speech analytics and desktop and process analytics (DPA) to help identify cost savings while elevating agent and customer experience. Learn how in a short amount of time the utility operationalized its solutions and, using them in combination, identified quick wins related to handle time, process improvement, and performance management opportunities. Leave with ideas on how you can easily replicate these gains, even in times of crisis such as COVID-19 and hurricane season.


In this presentation, you will learn:

- How speech analytics helped identify actionable insights to increase customer satisfaction 

- How DPA can improve processes, training, and performance to improve efficiencies and customer experience

- How to provide improved customer experience during a crisis by focusing on what matters most