Speech Analytics can Help Improve Operational Performance

For the first time tangible benefits are now being seen in operational performance, as a result of recent advances in technology and expertise.

The first conference agenda to focus on these pioneering results offers a unique opportunity to speak with innovators who have already achieved remarkable improvements.

To be held on Tuesday 12th April 2011, at the Birmingham Metropole, UK, the agenda allows delegates to explore how the power of information from speech analytics can drive measurable improvements, using presentations, case studies and round table discussions.

We offer a unique chance to gain insights from three inspiring Innovation Award case studies, each of which addresses quite different business problems and uses different technology, but which all have delivered demonstrable results, explains Paul Smedley, Executive Director of the Professional Planning Forum.

The achievements are remarkable he continues. Conduit, have saved £1.1m for one client by identifying the drivers of repeat calls, while British Gas have increased sales of care products by 50% by well targeted coaching.

A choice of round table discussions with industry experts and colleagues from other organisations give an opportunity to check how this could work in your own operations.

The speech analytics agenda forms an important feature of this years Customer Contact Planning 2011, the annual conference presented by the Professional Planning Forum. Delegates with particular responsibility for or interest in embracing the huge benefits that can be gained from engaging with the advances made in recent years, are able to build a personal agenda focussing on speech analytics or combine it as part of a wider visit to the conference..

About The Professional Planning Forum

The Professional Planning Forum is the independent industry body for effective resourcing and planning in the contact centre industry, working across all industry sectors to provide specialist support for contact centre professionals.

With an agenda aiming to challenge, their conference (11-12 April 2011) Birmingham, entitled Expanding Horizons: Planning for High Performance teams in your customer operations sets out best practice in a host of different areas and seeks to identify what drives successful performance. With over 500 delegates expected, Customer Contact Planning 2011 is the biggest event of its kind in Europe and the must-attend event for anyone wanting to keep up-to-date and gain insight from best practice in other operations.

Look online at www.planningforum.co.uk/conference for the full agenda and to reserve your place now.