HOT TOPIC: Using Speech Analytics Technology to Improve the Consumer Experience
6/20/2017 (11:00 AM - 12:30 PM Central)
Ms. Tracy Dudek
State Collection Service, Inc.
Each of our businesses invests in training today, but how do you ensure that the training you are providing is effective? How do you know patient calls are being handled properly, leading to increased consumer satisfaction and improved recoveries?
Advanced speech analytics allows you to close the loop on your overall training processes. The effectiveness of analytics is based not only on how you manage the information it provides, but also in how quickly you act on that data to make any necessary improvements.
In this webinar, Tracy Dudek, Vice President of Operations for State Collection Service will review the advantages of utilizing a post-call and real-time speech analytics tool and the positive impact this technology can have within your call center. She will discuss the ability to ensure continued compliance with your training standards and regulatory requirements as well as how the analytics received promote first call resolution through real-time prompts offered to the representatives.
Professional Development Units
You will earn 0.75 PDUs for this online seminar, which can be applied toward Credit and Collections Compliance Officer (CCCO), Scholar and Fellow designations.
Attend via Your Mobile Device
Attend this seminar with the WebEx Mobile App. You will still be required to enter the WebEx login information provided.
ACA reserves the right to cancel or modify the program or substitute speakers. Cancellations received less than 3 business days prior to start date will be charged $35 cancellation fee. E-mail your cancellations to firstname.lastname@example.org.