Howard Lee, CEO of Spoken Communications, shares his insights on technology and quality trends in today's modern call center at #Boost14, the Spoken and HyperQuality joint user conference.

1. T H A N K Y O U !
B O O S T 2 0 1 4

2. – J O A N R I V E R S
“Thank God we’re living in a country where the
sky’s the limit, the stores are open late and you can
shop in bed thanks to television.”
West Seattle

3. – P R O S P E C T
“What make’s Spoken &
HyperQuality’s customers
different from others?”

4. “I do know one thing – my
customers know that excellence
is not a one time thing.”

5. “What I’ve seen is that your
game is “on” everyday; you
and your teams live it.”

6. – J O H N N Y A P P L E S E E D

7. The three Olympic races were 18 minutes out of
2,000,000 minutes of practice or 0.0009% of Mary’s time
working toward her goal(s).

8. Y O U P R A C T I C E I T E V E R Y D A Y
B O O S T 2 0 1 4

9. T H I S I S A R E S T A R T - A F T E R 5 Y E A R S
S U N R I S E N E A R U N I V E R S I T Y O F W A S H I N G T O N

10. T H I N K O F T H I S A S A N
A D V I S O R Y G R O U P
B O O S T 2 0 1 4

11. T H E B E G I N N I N G ?
B O O S T 2 0 1 4

12. “ N O V E L T Y I S A L W A Y S W E L C O M E A N D
T A L K I N G P I C T U R E S I S J U S T A F A D ”
W E L C O M E T 0 B O O S T 2 0 1 4

13. W H Y W O U L D A N Y O N E W A N T T O
T A K E P I C T U R E S W I T H T H E I R P H O N E ?
S E N I O R K O D A K M A N A G E R
Selfie In Tokyo

14. I D O N ’ T E N V Y
A N Y O F Y O U .

15. People want a higher pay rate.

16. – U S A T O D A Y , M A R C H 1 2 , 2 0 1 4
“Nine Retailers Closing The Most Stores.”

17. T E C H N O L O G Y I S
G E T T I N G
H A R D E R T O
I N T E G R A T E

18. S E C U R I T Y
K E E P S U S
U P A T
N I G H T

19. You are squeezed on all sides
You Are Here
Customer
expectations
CFO’s lower costs
expectations
No help
from IT
Family
“Life
Happens”

20. You Are Here
Customer
expectations
CFO’s lower costs
expectations
No help
from IT
Family
“Life
Happens”

21. S H O U L D I G O O N ?

22. “ C O M P L A I N I N G I S N O T A S T R A T E G Y ”
– J E F F B E Z O S

23. – S T E V E J O B S
“You can’t connect the dots looking forward; you
can only connect them looking backward.”

24. L E T S C O N N E C T S O M E D O T S

26. L E T S J U S T C O N N E C T 6

27. Software
Wins

28. Software
Wins
Labor Is An
Issue

29. Software
Wins
Labor Is An
Issue
Data Is
Everywhere

30. Software
Wins
Faster
Feedback
Labor Is An
Issue
Data Is
Everywhere

31. Software
Wins
Faster
Feedback
Labor Is An
Issue
Math Is
Easier
Data Is
Everywhere

32. Software
Wins
Faster
Feedback
Labor Is An
Issue
Math Is
Easier
Data Is
Everywhere
Everything Is
Networked

34. S O F T W A R E W I N S

35. S O F T W A R E
W I N S
• Analog to SIP
• Cloud services
• Virtualize applications
• Easier integration
• Less brittle
• The future of routers /
hardware

36. F A S T E R F E E D B A C K I S B E T T E R

37. F A S T E R I S
B E T T E R
• In almost all cases, faster,
more timely feedback is
better
• RFM
• RealtTime
• Then again, just getting
good feedback is a
challenge.

38. W E A R E G E N E R A T I N G E N O R M O U S
A M O U N T S O F D A T A

39. W E H A V E
D A T A , B U T …
• Don’t worry about the tools
• Need to understand
• Try many things
• Deep learning

40. L A B O R I S N ’ T G E T T I N G A N Y C H E A P E R

41. B U T I T S N O T
A B O U T C O S T
• Is anyone really as happy as
this photo?
• Need flexible schedules -
meet Arise
• World wide labor pool
• What is a career?
• 2 stories - same company

42. W E A R E G E T T I N G B E T T E R A T M A T H

43. E A S I E R M A T H
• Look at Tableau
• Look at algorithms
• Interesting data
access

44. E V E R Y T H I N G & E V E R Y O N E I S
N E T W O R K E D

45. C A N ’ T H I D E
• Being networked Is
transparency defined
• Customer questions
• Operations: CEO is six
clicks away from agent

46. S O W H E R E D O E S T H I S L E A D U S ?
D I S C O V E R Y P A R K , S E A T T L E

47. H U M A N S U S I N G R E A L - T I M E T O O L S
T H A T A R E E A S I L Y A C C E S S E D ,
N E T W O R K E D T O G E T H E R A N D
C R E A T E D F O R A P E R S O N A L T O U C H
M T B A K E R , W A

48. W H A T A R E W E G O I N G T O T A L K A B O U T
F O R T H E N E X T T W O D A Y S ?
• Technology
• Process
• People
• Network