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Through the Porthole: How Royal Caribbean Embarked on a Multi-year Speech Analytics Journey to Anchor their QA, Operations and CX

Wednesday Nov 11, 12:00 PM – 1:00 PM EDT — Recording



In today’s experience economy, the ability to hear and understand your customer’s needs, questions, and pain points is more important than ever. On top of that, the challenge of managing workforces remotely has made the need for efficient, innovative quality management tools more urgent than ever.

Join Chuck Baker, Director, Royal Caribbean, as he shares how, with AI-powered speech analytics, his team was able to uncover unique insights that were used to transform CX strategy across departments. He’ll also discuss how Royal Caribbean automated and scaled their quality processes to drastically improve operational efficiency and agent performance.

Presenters:

Chuck Baker, Director of Global Learning, Knowledge Management, and Quality Assurance, Royal Caribbean

Royal Carribbean - Chuck Baker Chuck Baker, Director of Global Learning, Knowledge Management, and Quality Assurance, Royal Caribbean

About Chuck Baker, Director of Global Learning, Knowledge Management, and Quality Assurance, Royal Caribbean


Nick Bandy, CMO, LiveVox

LiveVox.Nick_Bandy Nick Bandy, CMO, LiveVox

About Nick