Speech Analytics: The Myths, The Truths, and Best Practices
USAN
AUGUST 27, 2021
High-performing contact centers appreciate the art of listening. The very best also practice the science of listening, and AI-enhanced speech analytics solutions can help. Put simply, speech analytics captures the voice of the customer and turns unstructured language into usable — and insightful — data. Speech analytics transforms agent-customer conversations into a rich transcript to categorize what was said and accurately perform root cause analysis.
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