Isbn 0 9719652 9 3 by dr jon anton and gp paul kowal

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Unformatted text preview: out speech recognition and its many applications. The hype is loud and clear. However, in reality, most contact center practitioners are still on the sidelines watching and waiting to hear more about the success stories and the realistic applications of this marvelous new technology. In this book, the authors report on actual case studies where speech recognition has been successfully applied to enable self-service through the IVR. Readers will learn: a) who the major players are in speech recognition, b) how to determine what applications are best suited for speech recognition, c) what results they can expect from speech recognition implementations, d) which companies have successfully applied speech recognition, and e) where they will find the biggest financial pay-back for speech recognition. ISBN 0-9719652-9-3 By Dr. Jon Anton and G.P. Paul Kowal Price: $34.95 Copyright © 189 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Health-Plan/Health-Care Industry Benchmark Report From Cost to Profit Center: How Technology Enables the Difference This book is a series of case studies in which we collected performance metrics before and after implementation of specific technology solutions for call centers. In each case study we saw varying levels of improvement, and were then able to quantify the financial impact in terms of ROS, and in some cases, in terms of earnings per share. For call center managers contemplating the addition of new call center technology, this book will be an asset in better understanding the impact of technology in enabling higher performance. ISBN 0-9719652-8-5 By Dr. Jon Anton and R. Scott Davis Price: $44.95 How to Conduct a Call Center Performance Audit: A to Z Call centers are an important company asset, but also a very expensive one. By learning to conduct a performance audit, readers will be able to understand over fifty specific aspects of a call center that must be running smoothly in order to achieve maximum performance in both efficiency and effectiveness of handling inbound customer calls. ISBN 0-9630464-6-2 By Dr. Jon Anton and Dru Phelps Price: $34.99 Integrating People with Process and Technology: Gaining Employee Acceptance of Technology Initiatives This book contains valuable information regarding the “people” side of technology initiatives. Many companies buy the best hardware and software, and spend thousands of dollars implementing technology only to find out that the employees resist the changes, and do not fully adopt the new, and possibly, improved processes. By understanding how to manage people during change, managers will see a much quicker ROI on their technology initiatives. ISBN 0-9630464-3-8 By Jon Anton, Natalie Petouhoff, & Lisa Schwartz Price: $39.99 Listening to the Voice of the Customer With the help of this book, the professional skills you need to measure customer satisfaction will lead you to different approache...
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue University-West Lafayette.

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