Driving Quality Assurance: Clients buy outcomes and results!

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Presented by

Roger Lee, Director Customer Success, Gridspace

About this talk

Ring in 2019 … Join us for a discussion on how machine learning analytics drives quality assurance. Here are a few interesting statistics from a study by Siegel and Gale entitled “Simplified CX is Worth $86B. Are You Getting Your Share?” *64% of consumers will pay more for simpler experiences *61% of consumers are more likely to recommend a brand because it’s simpler to use Imagine having machine learning to process and interpret large volumes of data, especially all of your calls -- which drive action through decisions and predictions … on a scale and speed of data consumption that we as humans can’t match. Machine learning is dynamic. It learns and becomes “smarter” the more data it processes. Forget the debate on statistically significant sample size, and begin to analyze the total population of calls with machine learning. This will better drive targeted action for coaching, developing staff, and identifying broken processes. Machine learning helps us understand “what was said” as well as considering “tone” and “sentiment” (or emotions), all while helping with compliance, security, regulations, etc., and allowing you to focus on the customer experience. During this webcast, Roger Lee, Director Customer Success for Gridspace, will share his thoughts on how we as contact center leaders, process improvement experts, and quality monitoring gurus can use machine learning speech analytics to improve both the customer and employee experience. He will provide action-oriented tips to streamline your quality monitoring program: 1. Why now? 2. Why automate and how? 3. How to utilize the analyses from analytics-driven QA for both contact center and enterprise.
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