The Wells Fargo Home Mortgage Service Experience Team has been using speech analytics for over two years to improve business processes and increase customer satisfaction. In this session, John Janni, Business Process Consultant, will walk attendees through:  An overview of speech analytics, how to identify speech analytic projects; how to use speech analytics to improve performance; common ROI from using speech analytics. Attendees new to speech analytics will gain a better understanding of what the technology is and how world class organizations are utilizing it effectively.