The Best of ACE 2019 webinar series brings our most popular breakout sessions from our live event directly to you.

Register now for this popular session!

Hands-On Review of Speech Analytics
Thursday, November 21st - 11:00 AM ET
Presented by: Carel Warfield, Senior Solutions Consultant, Aspect and 
Mary Ward, Senior Solutions Consultant, Aspect

Every single customer conversation can be a source of valuable business insights. The capability to monitor, analyze, and score 100% of your customer conversations can help enhance agent performance, improve customer satisfaction, and increase revenue. Aspect^® Engagement Analytics™ is a standalone solution which can monitor, analyze, and intelligently score all of your customer interactions across every channel —all calls, chats, emails, and social media.

• Understand how speech and text analytics can improve agent productivity by reducing AHT and increasing FCR
• Identify ways that Aspect Engagement Analytics can help ensure your company maintains regulatory compliance and mitigates legal risk
• Spot opportunities in your organization where customer sentiment analysis can surface valuable and actionable insights
   

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Presenters:
		Carel Warfield Senior Solutions Consultant, Aspect A 15-year veteran in the contact center industry, Carel has spent the last 10 years working with a variety of Aspect customers to find ways to drive performance improvements through a balance of processes and technology. Working in a broad spectrum of markets—both public and private—Carel has helped organizations adopt strategies that leverage data and analytics to improve front line performance, customer experience, and address a number of tactical agent or call handling issues.
		Mary Ward Senior Solutions Consultant, Aspect A veteran Aspect team member, Mary Ward brings an articulate passion for problem solving and planning to the art of sharing best practices. She has held several positions of escalating responsibility, both domestically and internationally. As a Senior Solutions Consultant, she facilitates the deployment of Aspect Workforce Optimization solutions. Mary is regularly invited to demo and present Aspect solutions at field events including conferences, seminars, and the Aspect User Group meetings.