Undertaking a new technology initiative like speech analytics, even when you know it will help with quality assurance and customer experience objectives, can be a taunting task. How do you prepare, plan, execute, enroll and then engage your most important assets -- your employees -- to ensure a successful roll out? And, how do you achieve some early wins and measurable ROI in short order?
Join innovative travel management leader Gant Travel’s COO, Kurt Mosher, and his colleagues Jim Conner, Director of CE Quality and Training and Luke Schulta, Contact Center Systems Administrator, in this webinar as they as they share how their organization successfully deployed and rapidly evolved their speech analytics program to become a critical business tool across their enterprise.
In this webinar you’ll learn:
- How speech analytics works
- How Gant Travel successfully used best practices to implement speech analytics
- How Gant Travel has leveraged speech analytics to achieve early QA and CX wins
- How speech analytics rapidly identified sentiment and voice of customer insights