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Build a Successful Speech Analytics Program in 5 Steps

Build a Successful Speech Analytics Program in 5 Steps

Most organizations now understand that to unlock the 99% of intelligence locked in their customer conversations, they need to leverage speech analytics.  The technology has become a “must-have” solution for organizations looking to support robust compliance and...
What is Sentiment Analysis and How Do You Do It?

What is Sentiment Analysis and How Do You Do It?

Customer and agent experiences are two points on the continuum of customer service. If you want to improve that service, you need insight into both areas.  The ability to qualify and quantify sentiment embedded in conversation is a growing field of interest across...
How to Analyze Call Center Data

How to Analyze Call Center Data

Call centers of the past were just what the name implied: a place to make and receive customers’ calls. A strictly functional extension of your organization. Today, with so much data available to us and increasingly sophisticated ways to analyze it, the call center is...
How To Use AI as a Workforce Management Tool

How To Use AI as a Workforce Management Tool

AI and Workforce Management Artificial intelligence, or AI, has been around for many decades, but only in the last ten years have we seen it become a mainstream part of how we live and work.  Generally speaking, modern AI refers to technology’s ability to engage...