Focus on speech analytics


Speech analytics automates the analysis of call recordings – tracking phrases, tone, silence or any number of factors to produce numerical analytical reports, which are backed up by the ability to drill down into specific parts of call recordings.

Imagine you want to know who is explaining a product in the right way – if you can identify what you want them to be saying, you can automatically track statistics across the whole centre, listen to dozens of 60-second call snippets and understand the issues in an unbelievably short time.

Read the full article.

First published in the 2011 Best Practice Guide Expanding Horizonsprint

Take a look at these articles, videos and links
Speech Analytics at The Forum
Speech Analytics Best Practice Guide


 

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