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Time to Talk Seriously about Speech Analytics in the Contact Center

Aspect

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics. Let’s consider each of these in turn.

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Speech Analytics and AI Is a Winning Combination

DMG Consulting

Speech Analytics and AI Is a Winning Combination. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception. By Donna Fluss.

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How to Get the Most out of Google Analytics and Live Chat Integration

Provide Support

Google Analytics and Live Chat Integration – Plan, Measure, Evaluate, Improve. To be effective on every of these stages a marketing department should know the objectives of the business and how to apply them into analytical tools. © 2003 - 2017 Provide Support LLC. Read more. Published in Provide Support Blog , 2017.

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It’s Time to Replace Traditional QA

DMG Consulting

The future of this process is analytics-enabled QA (AQA). Speech analytics is used to listen/read customer interactions, evaluate the interaction, and provide feedback to the enterprise (general trends) and agents (what they are doing right and where they can improve). Learn more at www.dmgconsult.com.

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Welcome to 2019!

DMG Consulting

In speech analytics they’re improving many aspects of the solutions, broadening their capabilities and uses. Speech analytics – this technology has been in the commercial market since 2003, but the pace of adoption and uses are expanding. More companies are using speech analytics to automate their quality assurance process.

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Customer Growth Game Changer: Totango Breaking Records and Rewriting the Rules for Customer Success

Totango

Brady would go on to lead the Patriots to 17 division titles, 13 AFC Championship Games, nine Super Bowl appearances, and six Super Bowl wins before transferring to the Tampa Bay Buccaneers in 2020 and leading that team to win its first Super Bowl title since 2003. This term applies to more than just athletes and sports, however.

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Presidential Executive Fellow Rosetta Lue Joins Taylor Reach Group to lead Public Sector Practice

Taylor Reach Group

About the Taylor Reach Group, Inc. – Established 2003, Taylor Reach is a worldwide, leading Contact Center, Call Center, and Customer Experience consulting firm.