What is Speech Analytics in Call Centers?

Speech Analytics in call centers is being used to obtain critical business intelligence that would otherwise be lost. Until recently these capabilities were only cost beneficial to the largest call centers. By analyzing and categorizing the information extracted from the recorded interactions customers have with your call center, useful information can be discovered relating to strategy, product, process, operational, and call center agent issues. This information gives call center leaders specific insight into what is needed to reduce costs and improve the customer experience.

Sometimes referred to as audio mining, speech analytics software is sold by many companies as a premise based solution; call centers then need to build the skills and competency of analysts to execute the most effective speech analytics programs. Customer Relationship Metrics removes the entire burden and risk with speech analytics managed services.

To learn more about Speech Analytics, CRM has constructed several tutorials and articles to help you gain greater understanding of the different benefits and disadvantages of Speech Analytics in your call center.

 Video Tutorials on Speech Analytics

• Speech Analytics: Tutorial Series 

This series contains several videos that can assist those that require an introduction to Speech Analytics and the experienced.  Learn about preventing very common mistakes that people make when deciding on a speech analytics solution.  Learn how to avoid common pitfalls others have experienced after implementing Speech Analytics Program in there call centers. There is something for everyone in this growing series.

 eBooks

• Speech Analytics Secrets

With this complimentary ebook you can be part of the quality assurance revolution and avoid the failures of the Customer Relationship Management software markets’ long-time 80% implementation failure rate.

 Articles on Speech Analytics

• Learn How to Become a Speech Analytics Analyst in 30-days or Less

In this article learn about what it takes to become a Speech Analytics Analyst.  Also learn about data mistakes that can be avoided so you can be confident in making the right data-driven decisions.

• Is Dial to Disconnect Causing Your Speech Analytics Insights to Fail?

Are you seeing the whole picture in your call center? Does missing big parts of the story cause you to pause when deciding? It should. See when Speech Analytics is wrong and what is needed to make it right.

• Can Free Speech Analytics Software Overcome the 3 Barriers to Adoption?

Speech analytics programs are growing in numbers in call centers. Yet many are sitting on the sidelines waiting, why? Is it simple to overcome? What’s holding you back. These questions and more will be answered when you read this article.

The Contact Center Value of Speech Analytics 

Speech analytics takes the open and flowing call interactions your customer have with your contact center and allows them to be structured into information that can be interpreted for the purpose of measurement and performance improvement. This type of call center business intelligence has been extremely powerful for many in doing more with less. Some have even scaled back their activities with internal quality monitoring recording and scoring and replaced it with the more cost-effective speech analytics process.

Call Center Analytics includes various types of technologies (along with Customer Experience Analytics and Operational Analytics) and Speech Analytics has taken the stage as one of the most glamorous call center technologies of them all. It is suspected this is because it helps to uncover many unknowns that can be controlled by call center leaders.