Callminer

MAY 12, 2020

An investment in speech analytics technology is a big one. Here’s a look at everything you need to consider before you make your purchasing decision.

Analytics 182

Analytics Technology 182

Callminer

MAY 14, 2019

Let’s look at why it’s attractive on the surface to undertake DIY speech analytics and the pitfalls companies we work with have encountered when they have tried.

Analytics 182

Analytics 182

Callminer

MAY 28, 2018

Speech analytics can listen for various churn signals on phone calls including keywords or phrases or voice pitch in addition to calculating a churn risk score automatically.

Analytics 182

Analytics 182

Callminer

JULY 1, 2018

There is a way to safeguard your customers and your business from fraud - speech analytics.

Analytics 207

Analytics 207

CX Global Media

NOVEMBER 6, 2019

Finding the right Speech Analytics Solution starts with knowing the right questions to ask. It’s also important to know that avoiding Speech Analytics mistakes requires you to know the questions not worth asking. Speech Analytics Mistake #1 : Being driven by misconceptions.

Analytics 136

Analytics Contact Center Coaching Call Center 136

CX Global Media

JULY 13, 2017

Small Call Centers Go Big with Speech Analytics. Well ‘small’ is not a barrier for speech analytics in contact centers anymore. Scott Kendrick, VP Marketing at CallMiner, shared news at Call Center Week of a new product launch that helps small call centers to finally go big with speech analytics.

Analytics 185

Analytics Call Center Contact Center contact center solutions 185

Callminer

MAY 17, 2018

Without further ado, here is what our speech analytics software Eureka thinks: The CallMiner team has been watching the Yanny-Laurel debate with great excitement.

Analytics 182

Analytics 182

DMG Consulting

SEPTEMBER 1, 2023

Donna sheds light on speech and text analytics Donna explains why it’s important to look beyond the specific channels customers use to reach out. The post Donna sheds light on speech and text analytics appeared first on DMG Consulting.

Analytics 62

Analytics Consulting Consulting 62

JustCall

JANUARY 5, 2023

Speech analytics software analyses live or recorded calls and interpret emotional indicators. Speech analytics software uses artificial intelligence to analyze spoken language similar to voice recognition software. What is Speech analytics? Significance of Speech Analytics. CallMiner Eureka.

Analytics 52

Analytics Coaching Call Center APIs 52

CX Global Media

SEPTEMBER 22, 2017

But, there is a way to right the ship and course correct your speech analytics program. They will discuss the initial launch, how to overcome internal challenges and ongoing utilization of speech analytics to drive sustainable success in the modern contact center. The “Do’s and Don’ts” of initial program deployment.

Analytics 136

Analytics Contact Center Coaching Call Center 136

Callminer

MARCH 6, 2019

Here are 6 ways to go beyond that with speech analytics. Companies look to solicited feedback, surveys, review sites, etc. for how they are doing.

Analytics 182

Analytics Surveys Feedback 182

OrecX

JANUARY 5, 2021

This is the only way to ensure your speech analytics solution is adequately interpreting and transcribing both your agents and your customers. REAL TIME - Does your recording solution capture call audio in a real-time streaming manner so your transcription and analytics engine can process the call as it happens, or post-call?

Analytics 127

Analytics APIs Engineering CRM 127

Provana

FEBRUARY 9, 2022

As agencies develop a more strategic approach to incorporate flexibility and scalability into their collection efforts, speech technology has become an integral part of their growth strategy.

Analytics 98

Analytics Call Center Technology Coaching 98

Provana

APRIL 21, 2022

While all collection-focused contact centers want to improve their agent performance and processes, they simply cannot handle the sheer volume of calls they need to review without the use of speech technology. Without speech analytics, firms must still devote several FTEs to manual call review – and that’s not even for 100% call coverage!

Analytics 98

Analytics Contact Center Technology Call Center 98

Callminer

JUNE 24, 2018

Today we are excited to announce that CallMiner has been named a Leader in The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018.

Analytics 182

Analytics 182

Provana

OCTOBER 19, 2021

It’s now mainstream to use call center speech analytics , even in small contact centers. These days, if you’re not using speech analytics, you’re probably falling behind. But what is the value of speech analytics in a call center?

Analytics 98

Analytics Call Center Scripts Contact Center 98

Callminer

JUNE 11, 2017

While there is no “easy button” to deploy speech analytics, contact center stakeholders should absolutely expect a return on investment when the system is properly designed

Analytics 182

Analytics Contact Center 182

Callminer

AUGUST 1, 2018

Here are four ways speech analytics assists healthcare providers with regulatory compliance.

Healthcare 182

Healthcare Analytics Customer Experience 182

Call Center Weekly

APRIL 1, 2019

By Diana Aviles I feel like I often say, “One of the biggest challenges in speech analytics is.” Well, it means that you and your team will have to get comfortable with teaching people who are interested in utilizing speech insights on how they can produce those results on their own. With self-service solutions.

Self service 127

Self service Analytics First call resolution Consulting 127

Callminer

OCTOBER 21, 2018

There are a significant range of features and benefits within speech analytics software solutions that should be considered for virtually any organization.

Analytics 182

Analytics Enterprise 182

LiveVox

JANUARY 27, 2021

Speech analytics technology and built-in CRM platforms are two distinct, but critical, tools to improve operations in a contact center. Below we dive into the dynamic duo and explore ways that speech analytics and CRM […]. Below we dive into the dynamic duo and explore ways that speech analytics and CRM […].

CRM 89

CRM Analytics Contact Center Technology 89

Callminer

JUNE 12, 2017

While recent data show there is a growing and pronounced trend in the deployment of speech analytics to improve overall contact center performance and compliance, recent market penetration data shows that over 60% of US based contact centers have still not implemented a speech analytics solution. Absolutely!

Analytics 140

Analytics Contact Center Marketing Best practices 140

Customer Contact Central Submitted Articles

OCTOBER 9, 2022

Improving customer experiences is one of the important areas of focus for leading brands. While it is the responsibility of the entire organization to ensure quality customer experiences for sales and support services, the team contact center agents is the front line for quality interactions. In this modern era, pricing or products are no

Analytics 246

Analytics Customer Service Contact Center Sales 246

Tethr

MAY 29, 2023

In this session from the 2018 AI Growth Summit, we discuss speech analytics for marketing professionals and how it provides valuable insight.

Analytics 62

Analytics Marketing 62

Callminer

APRIL 11, 2018

To avoid becoming a victim of data hostage by your speech analytics vendor, ask these questions before choosing one. Some don’t make it easy to move their info to another provider.

Analytics 182

Analytics 182

Call Center Weekly

OCTOBER 10, 2017

Where we last left off, I discussed how queries are a major aspect of Speech Analytics. Well, the good news is that you are not out of luck and that leads us to part three of “Adventures in Speech Analytics”- Ad Hoc searches. Follow Diana on LinkedIn.

Analytics 136

Analytics Call Center First call resolution Scripts 136

Provana

MARCH 7, 2022

While speech solutions have certainly been successfully used for recording 100% of phone conversations to help you safeguard against compliance risks, adherence to compliant script in real-time has become a genuine concern for many agencies lately.

Analytics 98

Analytics Scripts Call Center 98

Callminer

OCTOBER 18, 2017

Purchasing speech analytics software is a major investment for both enterprises and SMBs alike. Like all major technology investments, purchasing speech analytics software comes with a bit of pre-planning and analysis.

Analytics 215

Analytics Call Center Technology Enterprise 215

Callminer

MARCH 12, 2013

Delivered as an enterprise software solution, speech analytics extracts information from customer conversations that might otherwise be lost.

Analytics 182

Analytics Enterprise 182

Provana

AUGUST 4, 2022

This explains why most collection agencies use speech analytics platforms to test, flag, and evaluate their calls. “Call quality” is increasingly becoming an essential criterion to measure the repeatable, sustainable, and compliant performance of any collection business.

Analytics 98

Analytics Coaching 98