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TMCNet:  Top Industry Leaders Advise Contact Centers on how to realize ROI from Speech and Text Analytics

[July 18, 2013]

Top Industry Leaders Advise Contact Centers on how to realize ROI from Speech and Text Analytics

COLORADO SPRINGS, Colo., July 18, 2013 /PRNewswire via COMTEX/ -- Call centers use speech and text analytics to gather information from recorded calls and messages. This information can help with a business' strategy, process, and operation, as well as call center agent issues. Ultimately it can be a key player in reducing costs and improving the customer experience.


(Photo: http://photos.prnewswire.com/prnh/20130718/SF49893) At the ICMI Call Center Demo and Conference, to be held in Atlanta, GA, October 21-23, industry leaders will advise contact center managers on how to realize the full potential of these systems. Attendees will hear from organizations that have successfully implemented these technologies and are using them to drive tangible business value. They will discuss how they obtained funding, lessons learned through the implementation process, and how these technologies are being used to move their organizations to a new level of service.

The session will be moderated by Lori Buckland, one of ICMI's most popular speakers. Lori is a recognized industry leader in contact center strategy, technology, and operations.

Panelists for this discussion include: -- Victor Janey, Senior Operations Director for General Dynamics Information Technology -- Amas Tenumah, Vice President of Operations for Teleflora -- Stephanie Claycomb, Business Systems Sr. Consultant for Allstate Insurance Company Other Operations Management Sessions offered at Call Center Demo & Conference: -- Increase Productivity through "Extreme" Workforce Optimization -- Customer Experience Metric for Dramatic Change -- Data Overload? Break Free of Analysis Paralysis Sponsors Gold Sponsors: InContact, LiveOps, and USAN Sterling Sponsors: Five9, TantaComm, VoltDelta, and Voxeo Other Exhibitors 8x8 Inc., ADTECH Global, CallCopy, Castel Communications, Customer Relationship Metrics, Interactive Intelligence, Intradiem, iQor, LogiCALL by Jones/NCTI, Pipkins, Presence Technology, PTP, TCN, tcp, WFMSG and White Pages Pro. A complete list of exhibitors can be found here.

About ICMI The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, certification, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. For more information, visit www.icmi.com. ICMI is a part of UBM (www.ubm.com), a global live media and B2B communications, marketing service and data provider.

SOURCE ICMI http://rt.prnewswire.com/rt.gif?NewsItemId=SF49893&Transmission_Id=201307181746PR_NEWS_USPR_____SF49893&DateId=20130718

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