Contact Center Analytics
Speech analytics has become a must-have tool in the contact center decision maker’s toolset. However, the tool will be only as effective as it is setup to be. In this article, we will discuss the best practices in setting up and managing speech analytics for your contact center….
Speech analytics is the process of converting contact center conversations into text, analyzing that data, and gathering insights into customer interactions. When set up correctly, it can be a powerful source of information for driving highly actionable insights that benefit the organization in tactical and strategic ways….