August 13 - 15, 2012 New York Marriott Marquis

Monday	Tuesday	Wednesday
Sunrise Discussions	Customer Case Studies	Speakers
Keynotes	Register Now	SpeechTEK University

Peter Leppik President and CEO Vocal Laboratories Inc.

Peter Leppik is co-founder and CEO of Vocal Laboratories Inc., and has led the company through the development and implementation of its award-winning customer service survey services. Leppik is co-author of Gourmet Customer Service, and is a frequent speaker at call center industry events. Prior to founding VocaLabs in 2001, Mr. Leppik was an analyst following call center and related technologies. Mr. Leppik holds an M.S. degree in Physics from the University of Illinois at Urbana-Champaign, and serves on the board of directors of the Minnesota Children’s Museum.

Tuesday, April 25, 2017

1:45 p.m. - 2:30 p.m.

D203: Why Some Conversational Apps Actually Work, and How to Build One

Tuesday, May 24, 2016

2:45 p.m. - 3:30 p.m.

B204: A/B Testing With User Feedback

Wednesday, August 19, 2015

1:45 p.m. - 2:30 p.m.

A303: Using Feedback to Improve the Caller Experience: Three Case Studies

Monday, August 18, 2014

3:15 p.m. - 4:00 p.m.

A105: Using Customer Feedback to Improve Speech Applications

Tuesday, August 20, 2013

2:45 p.m. - 3:30 p.m.

A204: What Happened and Why? Marrying Analytics With Customer Feedback

Wednesday, August 21, 2013

1:45 p.m. - 2:30 p.m.

C303: PANEL: Get the Truth About How Callers Really Feel

Thursday, August 16, 2012

1:30 p.m. - 4:30 p.m.

STKU-8: Improving Speech Applications Through Customer Feedback

Monday, August 13, 2012

10:15 a.m. - 11:00 a.m.

C101: Customer Opinions of IVR

11:15 a.m. - 12:00 p.m.

A102: Setting Goals for Automation

Monday, August 8, 2011

3:00 p.m. - 4:00 p.m.

A104: Improve Speech Applications Through Customer Feedback

10:15 a.m. - 11:15 a.m.

B101: What Users Expect From Multichannel Self-Service

Wednesday, August 4, 2010

11:45 a.m. - 12:30 p.m.

D302: User Feedback and Speech Applications

Monday, August 2, 2010

4:15 p.m. - 5:00 p.m.

B106: Measuring the Customer Experience

Thursday, August 27 2009

1:30 p.m. - 4:30 p.m.

STKU-7: Success for Speech Applications

Wednesday, August 26 2009

2:45 p.m. - 3:45 p.m.

B304: Panel: The VUI Showdown: Data for Menu Design

Monday, August 20

11:30 a.m. - 12:30 p.m.

B102: Usability Surveys: Practical Techniques

Wednesday, August 22

2:00 p.m. - 3:00 p.m.

E303: Collecting, Managing, & Analyzing User Feedback