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Speech Analytics - Insights, Guidance and IVR Innovation


Presented By: Gridspace

July 16, 1:00pm Eastern

Presented by Roger Lee, Gridspace


About the Webcast

There are numerous speech analytics solutions to utilize in your contact center. As you evaluate your existing speech analytics solution and/or looking to add this valuable tool, keep in mind there are similarities but also distinct differences. In this showcase, you will gain a better understanding on how Gridspace will:  

  1. Provide insights that you can drive within the contact center as well as across the enterprise
  2. Guide or relay accurate and complete information while your customer service representatives are on the phone with your clients/customers
  3. Introduce you to GRACE our voice-bot who can be used to supplement your existing workforce by handling repetitive call types and/or be your IVR replacement.  You won’t believe it’s a bot!


About the Presenters

Roger Lee, Customer Success Leader, Gridspace

With more than two decades of combined experience in finance, operations and services management and quality, Roger has held several leadership positions and been characterized as an “other-centered leader” who fosters a transparent environment with an emphasis on engaging and actively listening to all staff and customers. He believes that finding ways to improve the customer experience is essential – and the responsibility for improvement spans the enterprise.

As part of his global travels, Roger has given several energized presentations and written articles on customer experience including the value of a CX maturity model and VOC maturity model. 

He is a certified generational trainer and served as a team leader for the Performance Excellence Network. In 2018 and 2019, Roger served as a judge for the Stevie Awards under the customer service and sales category.