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Plus, don't miss our experts at these sessions:

Driving Highly Effective QA Processes through Calibration, Analytics and Coaching

Monday, Sept. 17, 2:30-3:45 p.m.

QA processes are very consistent across any business and typically include the use of recordings, dynamic forms, and saved and shared searching techniques.  Join this session to learn how you can take your QA processes to a different level by introducing calibration, quality analytics, and strong coaching practices into your business. 

Speaker: Chrissy Cowell, Director of Product Management, Aspect

 

Top 10 Benefits of Speech and Text Analytics

Wednesday, Sept. 19, 10:15-11:30 a.m.

The old manual process of quality assurance in contact centers is labor intensive, often subjective and only samples a small percentage of the total number of customer calls. Thanks to advancements in analytics technology, there are now much more automated methods for quality assurance in all channels of customer interaction. You’ll hear insights on how to streamline your QM process, benefits of modern speech and text analytics, and real-world case studies demonstrating what’s possible. 

Speakers: Chrissy Cowell Director of Product Management, Aspect; and Brian LaRoche, Director of Outreach Marketing, CallMiner

 

60 Ideas in 60 Minutes – Topic: Quality Assurance

Wednesday, Sept. 19, 12:30-1:45 p.m.

This fast-paced session will have you writing furiously as you try to capture an idea a minute on paper! This format will give you some great tips to take home and implement in your QA program immediately – if you can catch them all!

Speaker: Andy Baker

 

60 Ideas in 60 Minutes – Topic: Training

Wednesday, Sept. 19, 2:15-3:30 p.m.

This fast-paced session will have you writing furiously as you try to capture an idea a minute on paper! This format will give you some great tips to take home and implement immediately in your training program – if you can catch them all! 

Speaker: Ben Varela

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This is approx. 3-4 lines of paragraph copy. For example: Aspect's next-generation quality management and speech analytics solutions drive enhanced customer interactions and smooth journeys across interaction channels.  Explore the white papers and videos below to see how these capabilities may benefit your business.
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Building an Effective Quality Management Evaluation Form
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10 Best Practices to Get the Most from Speech Analytics
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Speech Analytics: Convert Voice of the Customer to Business Success
Aspect Quality Management Solutions: 
The right tools to ensure the highest quality customer experience
Understanding the Real Customer Experience

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