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
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Who is Richard Feinberg?
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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
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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