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The Art of the Possible with Speech Analytics: What to Consider When Architecting a Next Generation Technology Stack

Oct 16, 2020 Nimisha Varier The Art of the Possible with Speech Analytics: What to Consider When Architecting a Next Generation Technology Stack

Previously, call centers had one main task: to respond to customer voice calls as efficiently as possible while maintaining a very low cost. Now, they…

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How Do Speech Analytics Improve Every Metric?

May 23, 2017 Jim Iyoob How Do Speech Analytics Improve Every Metric?

Are you looking for a way to improve your call center metrics? Incorporating speech analytics is actually a great way to improve many aspects of…

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Improving Contact Center Compliance With Improved Data Analysis Technology

Mar 14, 2017 Jim Iyoob Improving Contact Center Compliance With Improved Data Analysis Technology

The managers and team leaders overseeing the operations of a contact or call center have a lot of work to do even outside of the…

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Can Predictive Analytics Really Improve Customer Experience?

Mar 07, 2017 Jim Iyoob Can Predictive Analytics Really Improve Customer Experience?

Speech analytics has become an important feature in the operation of many contact centers. These sophisticated systems have the ability to precisely identify words and…

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Can Contact Center Quality Assurance Be Improved Through Speech Analytics?

Feb 22, 2017 Matt Rocco Can Contact Center Quality Assurance Be Improved Through Speech Analytics?

When customers reach your contact center they need to have an experience that meets their needs, resolves their concerns, and establishes the trust required for…

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5 Strategies to Help Improve Customer Experience With Speech Analytics

Feb 15, 2017 Matt Rocco 5 Strategies to Help Improve Customer Experience With Speech Analytics

Call centers are constantly searching for new ways to boost their customer experience and customer service capabilities, and advanced technology, specifically speech analytics, can provide…

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Improving Contact Center Operation With Speech Analytics

Feb 14, 2017 Jim Iyoob Improving Contact Center Operation With Speech Analytics

Contact centers are very busy places and agents have to work hard to address all customer concerns as they arise. While some concerns can be…

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Top 5 Benefits of Speech Analytics to Make Your Brand Shine

Jan 31, 2017 Jim Iyoob Top 5 Benefits of Speech Analytics to Make Your Brand Shine

Understanding why customers call and continue to call is actionable intelligence. It identifies the reasons behind behavior, and enables managers to take action that improve…

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Artificial Intelligence: A Boon to Improve Customer Experience

Jan 17, 2017 Jim Iyoob Artificial Intelligence: A Boon to Improve Customer Experience

Artificial intelligence has been around for a while, and while some wholeheartedly embrace the idea, others are wary of using what is portrayed to be…

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Why Speech Analytics is a Revolutionary Factor for Contact Center Quality Monitoring

Jan 11, 2017 Jim Iyoob Why Speech Analytics is a Revolutionary Factor for Contact Center Quality Monitoring

Contact center reliability in terms of delivering the value promised to customers depends largely on the performance of individual employees. Thus, in order to ensure…

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