Articles about speech analytics

Speech analytics has now been deployed in a number of contact centres.  We asked our panel of experts what they have found to be the biggest return on investment.
So did our experts reach a consensus opinion?  Read on to find out more…

This week we launch phase 3 of  our Call Recording and Speech Analytics Reference Guide.
Follow this link to visit the Call Recording and Speech Analytics Reference Guide.

With organisations facing increased numbers of fines from the regulators, how can we make sure that our contact centres stay on the right side of compliance?
Karen Jones argues that on-call speech analytics can help improve quality assurance.

Interactive Intelligence have announced Version 4.0 of the Customer Interaction Suite.
The biggest new feature is the introduction of their own design of Speech Analytics, through a product called Interaction Analyzer, with a very attractive pricing point.

Speech analytics is starting to enter the mainstream.  But like most new technologies there have been some teething pains along the way.
In this article Martin Hill-Wilson looks at what has been holding back speech analytics and where it is likely to be moving in the future.

We have already looked at the Top 25 positive words and phrases so we thought with speech analytics and emotion detection being in the spotlight, we would look at the key words and phrases that customers use to express their dissatisfaction.
This might help with agent training….

There has been a lot of hype recently about emotion detection.  Many people have been unsure of how well it works, or if it even exists!
We asked our panel of experts for their opinion.

Managing customer expectations is important, exceeding them is critical.
Many customers only experience a brand when they interact with a contact centre agent. Jaime Scott provides six steps about how to do this.

This month, we’ve asked three key vendors – QPC, Verint Systems and Witness Systems – for their advice on speech analytics technology.