The Inner Circle Guide to Speech Analytics
Speech analytics offers a new way of improving customer contact, as businesses can discover why their customers are calling them — rather than just processing calls even more quickly and efficiently. Broken processes get identified and fixed, and customers are served better, for less cost. Huge improvements to agent evaluation and quality are also possible, as well as being able to prove compliance with regulations. Through understanding the content of vast volumes of calls, the level of actionable insight that speech analytics can unlock is unprecedented.
Aimed at contact center and business decision-makers who need a detailed and objective view of customer contact solutions, "The Inner Circle Guide to Speech Analytics" from independent analyst ContactBabel provides a detailed and realistic analysis of the benefits of speech analytics, as well as the technology, implementation best practices, ROI model building, expected results, and the market landscape.
“The Inner Circle Guide to Speech Analytics” contents:
- The Business Benefits of Speech Analytics
- Building a Business Case for Speech Analytics
- The Implementation and Use of Speech Analytics
- The Market Landscape of Speech Analytics
- The Technology of Speech Analytics
- Future Directions for Speech Analytics