In the ultra-competitive airline industry, it is paramount to ensure that each step in the customer’s journey, both literally and figuratively, is as efficient, pleasant, and positive as possible. This includes their experience with the contact center.
Join Teleperformance’s Alan Walsh and Hawaiian Airlines' Darren Ibara as they overview the evolution of Hawaiian Airlines' speech analytics program, how they enhanced their ability to improve agent skillsets, discovered unique call drivers, adapted programs to address call catalysts, and improved their bottom-line results.
Tuesday, March 10, 2020 at 2:00 p.m. ET / 11:00 a.m. PT
What you'll learn in this discussion:
Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?
The first step toward competing successfully in this Age of the Customer is capturing the voice of the customer. Many organizations are sitting on a gold mine of customer intelligence which they have already captured – their contact center call recordings.
The design of many recording platforms pre-dated the rise of AI-fueled speech analytics, which automatically transcribes and analyzes your call recordings.
Learn more about call capturing, including: