Check out all the insights and innovations happening in today’s modern contact center.
Industry Survey Report: Is Speech Analytics a missed opportunity for today’s contact centers? Table of contentsIndustry Survey Report: Is Speech Analytics a missed opportunity for today’s contact centers?Strategic priorities in the industry todayThe role of reporting...
The Office Gurus is a leading BPO based out of Florida that operates contact centers in El Salvador, Belize, Jamaica, and the USA. In this article, we'll explore how this BPO used speech analytics to drive results. They work with clients from a wide range of...
Speech analytics is no longer a new thing. Are you aware that you can start to use speech analytics for risk mitigation? In this article, you're going to get 5 tips to help you understand how you can take advantage of speech analytics to help secure your operations....
What are the benefits of call center speech analytics when managing a remote workforce? Here are our top tips and considerations Contact centers currently managing their workforces remotely face a myriad of challenges around agent performance, quality, and compliance....
Cloud based Text to Speech (TTS) is a valuable technology for contact centers. Agents and customers benefit greatly from TTS, and here's how! Table of contentsWhat is Text to Speech?The Power of TTS for Call CentersInteractive Voice Response (IVR)Expand ReachOutbound...
In this article, we’re going to explore the best practices for using speech analytics in call centers.
In today’s business environment, organizations are focused more on the consumer’s experience than ever before. With access to countless social media platforms and review sites, consumers have more in their arsenal to combat negative experiences – and cause companies...
Speech analytics is a tool that allows you to analyze the contents of a call, enabling you to monitor and improve agent performance and customer satisfaction. With only around 11% of businesses currently using speech analytics capabilities, a large percentage of...
Speech Analytics is on the verge of becoming a billion-dollar industry within the next few years and the number of applications it has in the modern contact center have grown wildly. But how did we get here? Where exactly are we now? And, where are we headed...
Speech analytics technology and built-in CRM platforms are two distinct, but critical, tools to improve operations in a contact center. While they can often integrate together, the benefits of each need to be differentiated so...
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