Purdue University Center for Customer Driven Quality The Lighter Side of Speech Deployments Richard Feinberg, Ph.D. Center for Customer Driven Quality.

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Presentation transcript:

Purdue University Center for Customer Driven Quality The Lighter Side of Speech Deployments Richard Feinberg, Ph.D. Center for Customer Driven Quality Purdue University

First things first 1.Thank you

Purdue University

Who is Richard Feinberg?

Purdue University

THE CENTER FOR CUSTOMER DRIVEN QUALITY

Purdue University Love of the Customer Nothing happens without the customer All things being equal a satisfied customer is all that there is…products, services, and experiences You cannot promise you won’t make a mistake but you can promise you will correct it Customers are more loyal if they know you have access and correct the problem

Purdue University Sometimes Love ………………. Hurts

Purdue University Let me get my bias out of the way Should call centers implement speech recognition as soon as possible?

Affirmative What the Heck Does a bear __ __ __ __in the woods? Of course Oui Is this a trick question? Si Yup Oh yeah! Sure No Doubt Is the Pope Catholic? Absolutely

Purdue University Not should I but…How should I… BUT

Purdue University Planes …Trains…and automobiles

Purdue University Now this is loving the customer- good customer service

Purdue University Stew Leonards

Purdue University In case you still don’t get it IT’S The CUSTOMER

Purdue University Speech systems must lead to first class quality service leading to unparalleled customer satisfaction Because.. Speech

Purdue University Center for Customer Driven Quality That is the point

Purdue University This is not the point

Purdue University IVR’s can be solid contributors to what customers need and want

Purdue University Solve the Problem

Purdue University New Tech Scares People and Execs

Purdue University You have to have a good story to tell

Purdue University If you focus on the cost of deployment…

Purdue University Bonus lesson

Purdue University Speech is just a natural evolution

Purdue University Your Employees…asset or liability Happy employees + happy customers + happy executives + happy bankers + happy shareholders= owners

Purdue University You are having trouble hiring

Purdue University Be a hero

Purdue University

Oh yes…one more thing Life is short…add value to consumers

Purdue University A Few Good Speech Recognition Execs

Purdue University You can do it

Purdue University 212…the extra degree

Purdue University Thanks Richard Feinberg