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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.
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.
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.
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.
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.
- Fall '08