Speech analytics can be used to identify best practices for your customer experience, and then give you the ability to socialize that. From a coaching perspective, once you’ve identified a challenge for an individual or group of individuals, you can have a coaching session with them and the opportunity, literally the next day, to measure...Continue reading
Tag: quality assurance
How Can Speech Analytics Uncover Customer Insights for You and Your Clients?
Speech analytics empowers you, as a company, to be able to pivot with whatever’s happening. Many people can claim that they have speech analytics, but it’s not just having the technology in place, but having the really talented consumer insights team, who can take that information and insights and turn it into valuable tools. These...Continue reading
Can Speech Analytics Completely Replace Human QA?
Speech Analytics is about the business’s goal and what the business is set up to achieve. No matter what, typically, there’s going to be some human element. But it really just depends on what you’re trying to achieve. The reason why we really love speech analytics is that it listens to all calls. Before when...Continue reading
What is Speech Analytics?
Speech analytics is the ability to understand and comprehend what is being said in the interactions that take place between a contact center and the customer or consumer on the other end of the phone. Interaction analytics is not only limited to speech, but also the ability to ingest and analyze chat, text, email, surveys, and any...Continue reading