Quality & Customer Experience Modules

Understand key models, theories and tools to simplify your processes and ways of working. Consider the opportunity to improve by applying CI principles to how you plan, schedule and manage resources.

Published on 24 September 2025

The Evolution of Speech Analytics

Speech analytics has revolutionised how organisations manage customer interactions, progressing from its origins in large contact centres to becoming a critical enabler of real-time customer engagement. Historically, it was a resource-intensive tool housed on on-premise servers, primarily adopted by enterprises to optimise quality assurance (QA) processes, extract insights from customer interactions, and, in some cases, improve sales performance. Today, advancements in real-time analytics and large language models (LLMs) have vastly expanded its capabilities, introducing automation, efficiency, and real-time problem-solving into operational workflows.

This article was first published in the 2025 Best Practice Guide - Raising Standards