There are so many ways to measure the performance of and customer satisfaction with speech applications, it’s mind-boggling to make sense of it all. Is containment more important than first-call resolution? Should we care more about Net Promoter Score or comments on social media? Panelists in this session give solid guidance on the strengths and limitations of various methods of measurements and evaluation, understanding which method is appropriate for the question you’re asking, and how to properly constrain the conclusions you make based on available data.