What Is Conversation Analytics? Related Articles An Introduction to... Contact Centre Analytics Conversation Analytics: Definition and Benefits Speech Analytics 101: What Is Speech Analytics? What Is Conversation Analytics? 363 Filed under - Video, Analytics, CallMiner, Frank Sherlock, Videos CallMiner’s Frank Sherlock defines conversation analytics. What Is Conversation Analytics? If you think back to speech analytics, speech analytics does what it says on the tin. It basically is analysing speech text, that is converting speech to text and doing an analytics based on the words and phrases within those conversations. Frank Sherlock Conversation analytics provides organizations with insights based on the interactions with customers across channels to provide a more comprehensive, and more coherent, sense of the quality and consistency of those interactions. Generally it’s used to support compliance, as well as agent insights both in real time and post-interaction. If you are looking for more great video insights from the experts, check out these videos next: How You Can Get the Best out of Your Outbound Dialler Why Customer Experience (CX) Matters The Difference Between Customer Experience and Customer Service Author: Frank Sherlock Reviewed by: Robyn Coppell Published On: 24th Jan 2023 - Last modified: 20th Nov 2023 Read more about - Video, Analytics, CallMiner, Frank Sherlock, Videos Recommended Articles An Introduction to... Contact Centre Analytics Conversation Analytics: Definition and Benefits Speech Analytics 101: What Is Speech Analytics? What Is Conversation Analytics? Related Reports White Paper: How to Operationalise AI Workflows in the Contact Centre White Paper: How to Drive Business Improvements with Customer Insights eBook: How Customers Can Lead Your Business Transformation in 2024 White Paper: Five Secrets of Top Performing Contact Centres Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter