Does this sound familiar?
“We’re struggling to have a meaningful impact on our organization.”
“We didn’t understand the requirements for speech analytics from the outset.”
“We picked low-hanging fruit issues but have now stalled to make further progress.”
“We’re not getting the value from speech analytics we anticipated.”
“The speech owner left our company and now no one knows what to do with it.”
“We have enhanced our product offerings by applying a myriad of their best practices and strategies “
“The speech analytics expertise and key business acumen ensured a successful speech deployment.”
“Their expertise in the speech business really showed. The workshop was loaded with best practices.”
“A blueprint put us back on the path to better leverage speech analytics in understanding our customer behaviors.”
“For us, it was the perfect blend of business acumen and expertise to build a roadmap.”
“We’ve seen a $2 million revenue increase since implementing our new strategies for speech analytics.”
“By leveraging these best practices we’ve seen more than $1.8 million savings in our first year.”
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Chris Lawson, founder and president of Lawson Concepts, puts his more than 25 years of Fortune 500 IT contact center experience to work helping organizations harness information to reduce customer effort. His firm specializes in aiding companies with speech analytics blueprinting and high-performance knowledge management, thus enabling contact centers to better leverage their technology investment with solutions that redefine both the agent and the customer’s experience. Chris has served as both president and director of various customer technology/solution advisory councils for speech analytics vendors and is a regular speaker on the agent versus the customer experience, speech analytics, and service excellence. He’s also a frequent contributor to a variety of customer service and technology solution blogs.
Scott Bakken, cofounder and CEO of MainTrax, helps organizations harness speech analytics technology to optimize contact center performance, regardless of technology platform. His firm specializes in developing complex business rules using linguistic and prosodic language patterns present in recorded conversations, then generates customized business intelligence and actionable insights. MainTrax solutions have utilized a dozen different speech technologies at work in hundreds of speech-vendor and end-user projects. Free of allegiance to any one company, Scott is recognized as an independent voice in the speech analytics industry and was named an Ernst & Young Entrepreneur of the Year finalist. He’s facilitated numerous workshops, is a sought-after conference presenter, and has been published in a number of industry trade journals.