speech - Richard Feinberg. Ph.D. Director of the Center for...

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Speech Analytics is Not a Luxury Anymore Why the best contact centers will be making speech analytics an important part of their operational excellence Richard Feinberg. Ph.D. Director of the Center for Customer Driven Quality Purdue University
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CallMiner: Leader of Advanced Speech Analytics Solutions www.callminer.com CallMiner is the leading developer of enterprise -class speech analytics solutions. CallMiner is the leading provider of speech analytics solutions that deliver near real-time customer intelligence from Call Center recordings. CallMiner's advanced suite of applications enables managers and executives to gain insight into why customers call, what they are saying, and how agents are responding. Customer-call data from the Call Center represents a gold mine of valuable information that can be used to drive business improvements in every area from customer satisfaction to marketing effectiveness. By using advanced speech analytics, CallMiner provides the only solution that extracts complete and accurate customer intelligence from every call and every customer conversation. Founded in early 2002, CallMiner quickly established a market -leading position - providing comprehensive solutions to Fortune 1000 companies and providing crucial speech analytics technology to best-in-class partners in the fields of call recording, workforce management, and CRM.
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3 Richard A. Feinberg, Ph.D. Richard Feinberg, Ph.D. is a consumer psychologist, a Professor in the Department of Consumer Sciences and Retailing and the Director of the Center for Customer -Driven Quality at Purdue University. He was Head of the Department of Consumer Sciences and Retailing (1989 -1998; 2001-2002) and the director of the Purdue Retail Institute. He teaches courses in consumer behavior, retailing, “e” -retailing, customer relationship management and leadership. He has directed over 85 PhD and masters theses. He is responsible for the development and delivery of executive education programs and has been a consultant for many companies on customer service/satisfaction. He is the author of over 200 research and trade articles, and hundreds of presentations and seminars. With Ko deRuyter and Lynne Bennington he authored Contact center Management : Great Ideas Th(at) work.” With Jon Anton he is a contributing author of Customer Relationship Management (Prentice Hall) one of the first texts professionalizing and organizing customer relationship management. He is Consulting Editor and reviewer for professional journals and has been a member of the Advisory Board for OneBlue World (Internet start-up) and was a member of the Board of Directors for Paul Harris Stores, the Purdue University Press, Benchmarkportal and the FightBack Foundation. He has consulted with tens of companies and has served as an expert witness and consultant . The Center For Customer Driven Quality at Purdue University
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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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speech - Richard Feinberg. Ph.D. Director of the Center for...

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