White Paper: Real-time speech analytics

CallMiner have released a White Paper called ‘Getting Started with Real-Time Speech Analytics’.

Many contact centres have adopted a post-call speech analytics solution in order to improve efficiency and deliver objective and accurate performance feedback to their agents. Today, new technologies are pushing timely feedback to an entirely new level, delivering alerts and guidance to supervisors and agents in real time, while calls are still ongoing.

This whitepaper will explore the rapidly growing segment of real-time call monitoring, how it differs from traditional post-call analytics, and some of the most popular workflows. In addition, a use case from Santander Consumer USA will showcase how one company is already successfully leveraging a real-time monitoring tool.

Sections of the White Paper include:

• Post-Call Analytics vs. Real-Time Monitoring
• How Real-Time Monitoring Works
• Putting Real-Time Monitoring Into Action
• The Impact of Real-Time Monitoring
• Real-Time Monitoring Use Case – Santander Consumer USA

Click here to download this White Paper.