QA metrics are vital in measuring the effectiveness of your contact center. These are tangible markers of a company’s performance, which can be used to improve the customer experience and ultimately boost sales. In the past, call center managers have relied on surveys and customer surveys to m...

One of the major benefits of Speech Analytics is the removal of bias from the evaluation process. While it’s true that humans are biased when evaluating the work of others, speech analytics is much more reliable. Instead of relying on random samples of calls, speech analytics scores calls acco...

Real-time speech analytics improves customer experience by monitoring conversations to identify long-duration events. A spreadsheet can only provide this kind of information for a limited period of time, and it will leave you wanting more. You also need to feed the system with information from your ...

If you’re looking for an introduction to Automated Speech Recognition, you’ve come to the right place. This article will explain how this technology works. Here’s what you need to know. First, let’s look at how it works. In short, it takes a recording of speech and analyzes i...