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How to Build a Speech Analytics Program - A Workshop


Presented By: CallMiner

Live Date: September 25, 2019. PLEASE SIGN IN FOR THE RECORDING.

Presented by: Misty Mastracco, Sr. Director, Customer Success, CallMiner and

Lauretta Campestre, Sr. Director, Customer Success, CallMiner

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About the Webcast

You’ve been hearing for years about what analytics can do for your contact center.  There’s so many options – it’s hard to determine what’s real and what’s not.

But, do any of the speech analytics webcasts and white papers discuss HOW you put together an analytics program? Is there any discussion of what the different pieces are? Join this live workshop as we take you through the critical components you need to consider: 

  1. Goals: How to define and prioritize
  2. Data Collection: What information do you need, what do you have, what are you missing
  3. Staff: How do you get the right departments involved and who needs to be included
  4. Reporting: Who gets reports, what format are reports in, reactions to new information

After 60 minutes you will leave with an outline of steps required for a successful program. 


About the Presenters

Misty Mastracco, Sr. Director, Customer Success, CallMiner

Misty has served in various leadership roles across call/contact centers and account receivables management for almost two decades.  Her experience spans the areas of compliance, analytics, client relationship, operational strategy, vendor management, speech analytics, customer experience and project/ process management.   Prior to joining the CallMiner team in 2015, she was a CallMiner customer and utilized various products within the CallMiner suite.

Lauretta Campestre, Sr. Director, Customer Success, CallMiner

Lauretta has more than 10 years of industry experience in accounts receivables management and consumer contact services. She has successfully been a part of and managed teams including; client services, information technology, client relations, quality assurance, and compliance. While in the receivables industry she implemented the CallMiner platform and managed the partnership, before coming over to CallMiner customer success team in 2015.