DA and Operator Services Forum (Pelorus Group)

- Gilad Odinak, CEO Spoken Communications ^®, Mobile Voice Search & Voice Recognition: The Ultimate 411 Moneymakers

Date: April 22-23, 2008
Details: Silver Legacy Resort & Casino, Reno, Nevada

Description: On April 22 & 23, 2008, The PELORUS Group will convene its 15 annual DA and Operator Services forum. Designed to bring delegates exclusive and provocative insights into how to deal with an industry facing enormous changes on multiple fronts, this year's event will focus on developing workable strategies to either counter - or capitalize on - several markets in transition. Entitled "DA & Operator Services '08", the conference will convene in Reno, NV at the spectacular Silver Legacy Resort & Casino.

Voice Search Conference

- LLance Kezner, VP Sales Spoken Communications ^®, Using Guided Self-Service to Make Speech Easier to Adopt.

- Joe Cardillo, Director Sales Spoken Communications ^®, Supporting High Volume Voice Search Applications with Agent-Assisted Speech IVR

Date: March 10-12, 2008
Details: San Diego Marriott Hotel & Marina, San Diego, CA

Description: The Voice Search Conference is a new conference organized by the Applied Voice Input Output Society (AVIOS) and Bill Meisel (president, TMA Associates, and publisher of Speech Strategy News) to address the disruptive role of speech recognition, text-to-speech synthesis, and multimodal user interfaces in mobile and Web applications and on contact centers.

16th Annual DMA Catalog on the Road Show

Date: January 29th, 2008
Details: Hyatt Regency, Cambridge, MA

Description: Join catalog executives and industry experts – for an intensive one day look at the rise of multichannel marketing and how you can best utilize it. Hear from renowned catalogers and multichannel marketers about what’s worked and what hasn’t. Most importantly, you will spend the day with your peers actively discussing actionable strategies to help move your business ahead.

Nuance Conversations Showcase Sponsor

Date: Sunday, October 21st - Wednesday, October 25th, 2007
Details: Boca Raton Resort and Club Boca Raton, Florida

Description:
Conversations is an opportunity for attendees to hear from industry experts; learn about customer successes; network with peers; and hear about exciting new Nuance offerings. This year, our program offers two areas of focus: Care and Mobile. Whether you're a Nuance customer, partner or someone simply interested in speech technology—and its growing impact in your industry and daily life—this is one event you don't want to miss!

Guided Self-Service Solution for Call Centers

- Tom Scott, CIO and SVP of Call Centers, Spiegel Brands

Date: Wednesday, October 23rd, 2007
Details: Nuance Conversations, Boca Raton Resort and Club Boca Raton, Florida

Session Description:
In this session Spiegel CIO and SVP of Call Centers Tom Scott provides personal insights and a case study for a compelling new call center concept that implemented at Lillian Vernon and is now rolling out across Spiegel Brands. The concept, called "Guided IVR", introduces a "behind the curtain" into the IVR flow. During the session Scott will frame the challenges call centers face using today's IVR and speech technology solutions and discuss how guide assisted speech IVR is closing the gap.

Engage or Enrage: Let’s Talk Caller Experience
Live From SOCAPs International Annual Conference

Tom Rocca, President, KPI Group (Moderator)
Walter Rolandi, Founder, The Voice User Interface
Cliff Harlow, Vice President, Client Services, Spoken Communications ^®

Date: Monday, October 8, 2007
Details: J.W Marriott Desert Springs Hotel, Palm Springs, CA
Register: (Click Here) Engage or Enrage: Let’s Talk Caller Experience

Description: Panel discussion led by Tom Rocca about the importance of caller experience and the impact it has on loyalty, revenue and brand. This lively, "town hall" discussion will involve the audience live at SOCAP and those dialed in by simulcast conference call .

DMA-07 Conference & Exhibition Sponsor

Dr. Jon Anton, Interpreting the Voice of the Customer

Date: October 13-18, 2007
Details: McCormick Place West, Chicago, IL

Description:
Dear Call Center Professional,
I would like to invite you to the DMA-07 show in Chicago where I'll be signing copies of my new book, "Interpret ing the Voice of the Customer ." Our sponsor, Spoken Communications ^®, is dedicating room at their booth # 1871 for the signing from 1:00pm to 2:00pm on October 15th.
Looking forward to seeing you,
Dr Jon Anton

Adjunct Professor
Purdue Research Park

Using Non-Linear Call Flow Designs to Increase Completion Rates

- Cliff Harlow, VP Client Services Spoken Communications ^®

Forum: SpeechTEK East
Date: Tuesday, August 21, 2007
Details: Session # C201, “New Approaches to Dialog Design ”
New York Marriott Marquis, NY

Session Description:
Many telephone speech applications are backed up by agents when the application experiences problems or the caller asks for a real person. Hear how to go further and more tightly integrate speech technology and agents to make both more effective.
• How agents can back up recognition but never get on the line
• Speech recognition for getting to the right agent quickly

Escalate World Users Conference 2007

Creating Passionate Customers

Date: July 15-17th, 2007
Details: Doral Resort and Spa, Ft. Lauderdale, Florida
Description: Our agenda will be filled with retailers who successfully deliver consistent customer experiences across all sales channels, exceptional industry guest speakers, and dozens of Escalate Retail product experts and technology partners - representing each of our business units, including Direct Commerce, e-Commerce, Big Ticket, and General Retail.

New Contact Center Strategy: Is the Best Service No Service at All?

Dr. Jon Anton of BenchmarkPortal, Bill Price of driva Solutions and Cliff Harlow of Spoken Communications ^®

Forum: "Call Talk with Dr. Jon Anton- Live at Purdue's Call Center Campus " - Live Broadcast
Date Recorded: July 10th, 2007
Details: Listen
Description: This is an interactive 60 minute live broadcast with industry experts who will share their research, experiences and insights.

Seasonal Workforce: Does Technology Help?

Dr. Jon Anton of BenchmarkPortal, Dana Schwerman of Lillian Vernon and Cliff Harlow of Spoken Communications ^®

Forum: "Call Talk with Dr. Jon Anton" - Live Broadcast
Date Recorded: June 19, 2007
Details: Listen
Description: This is an interactive 30 minute recorded broadcast with industry experts who share their research, experiences and insights on:

• Using online training for faster and better training at a reduced cost
• Deploying CTI at the desktop to reduce call times and staffing needs
• Using assisted self-service to handle more calls with fewer agents
• Using Guided-Speech IVR for better customer experience and routing to right resource or agent skill-base
• Agent desktop with simple GUI for easier training
• Effective uses of after-contact surveys

IVRs: Is anybody listening?

Dr. Jon Anton of BenchmarkPortal, Dr. Walter Rolandi of the Voice User Interface Company and Gilad Odinak of Spoken Communications ^®

Forum: "Call Talk with Dr. Jon Anton" - Live Broadcast (recorded)
Date Recorded: April 18, 2007
Details: Listen now
Description: This is an interactive 30 minute recorded broadcast with industry experts who share their research, experiences and insights on:

• The state of self-service and the impact of “call-tree hell” on the call center
• Choices we can offer to take customer service to the next level  
• The mind-set of the customer as they approach customer care automated solutions
• Options to minimize the “insult” callers in this state of mind experience using automated solutions
• Preventing common user frustrations from ever occurring
• Changing the customer experience from opt-out to opt-in

A unique approach to increasing capacity, completion rates and satisfaction through Guided Self-Service Solution

- Gilad Odinak, CEO Spoken Communications ^®

Forum: SpeechTEK West
Date: February 23, 2007
Details: Session # A303, “Mixing Automation & Agents Effectively”
Friday, February 22, 2:00 PM - 3:00 PM, Hilton, San Francisco

Session Description:
Many telephone speech applications are backed up by agents when the application experiences problems or the caller asks for a real person. Hear how to go further and more tightly integrate speech technology and agents to make both more effective.
• How agents can back up recognition but never get on the line
• Speech recognition for getting to the right agent quickly