Speech Analytics: Best Practices & Pitfalls to Avoid

This FREE webinar was recorded on:
Wednesday, September 07, 2016
01:00 PM - 02:00 PM EDT
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Are you looking to understand the voice of your customer? We know the answer, yes. But how do you do it with the sheer amount of speech data you are collecting? Traditionally, organizations can only access and analyze 1% of all contact center interactions. You can analyze more. Cue analytics.

Join us as Donna Fluss, President of DMG Consulting, a provider of contact center and analytics market research and consulting, and Mark Egge, Speech Analytics expert at Calabrio, share insights into best practices for implementing and getting the most out of Speech Analytics.

In this webinar, we will discuss:

  • How to start using Speech Analytics
  • Top use cases for Speech Analytics, Text Analytics and Desktop Analytics
  • How to apply findings from Analytics to your larger organization


Donna Fluss
DMG Consulting, LLC

Donna Fluss: President of DMG Consulting LLC, is highly regarded as an expert on contact center, analytics and the back office. With 30 years of experience helping organizations build contact centers and back office operating environments, and assisting vendors to deliver competitive solutions, Fluss is a renowned speaker, author and source for industry and business publications. She can be reached at Donna.Fluss@dmgconsult.com.

Mark Egge
Speech Analytics Expert

With over 20 years of experience in business and education, Mark has extensive knowledge of organizational behavior and management. As a Contact Center Speech Analyst, Mark provides clients with Calabrio Analytics expertise and guidance as well as tailored consulting services across the entire Calabrio WFO Suite.