Toronto's Speech Analytics Pays Off

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In this video, 1to1 Media Editor-in-Chief Mila D'Antonio gets the inside scoop on an ambitious, regional effort to consolidate multiple contact centers using speech analytics as a lynchpin for success. Since the program's inception, the city of Toronto has enjoyed an impressive savings of over $1.6 million by reducing inbound calls to the contact center and a host of process improvements.

 

Watch this video for:

Tips on capturing and understanding the voice of the customer

Measurement techniques and associated metrics to attain real ROI, and more

 

Speakers:

Heather Callahan, Manager of Information and Business Development, City of Toronto

Mila D'Antonio, Editor-in-Chief, 1to1 Media