Speech analytics is the process of analyzing speech to extract useful information within the spoken words. It often includes elements of automatic speech recognition, where the identities of spoken words or phrases are determined. Speech Analytics in contact centers is used to detect business intelligence.
Stop Trying to Delight Your Customers in Contact Centers Briefing In this video I reveal Case Study insights and how customer effort can be impacted through advanced voice of the customer methods. Customer effort score and first call resolution while being related can not be mistaken as synonymous. In order to determine which metric works [...]