Archive | Speech Analytics

How does speech analytics perform trend analysis? Isn’t it just counting how often words are used?

By DMG Consulting on July 6, 2020 in Q&A, Speech Analytics

Question: How does speech analytics perform trend analysis? Isn’t it just counting how often words are used? Answer: Trend analysis in interaction (speech and text) analytics solutions provides deeper insights than word count frequency. At its most basic, trend analysis is designed to allow users to define “things” they know to look for in voice [...]

The Advantages of Analytics-Enabled Quality Management

By DMG Consulting on July 16, 2019 in Analytics-Enabled QA, Newsletter, Speech Analytics, Technology

The Advantages of Analytics-Enabled Quality Management For most of the past 40 years, contact centers have performed quality management (QM) the same way. Calls are identified for evaluation from recordings, and then a QM specialist listens, assesses and completes a monitoring form for each of them. While traditional QM applications have been enhanced over the [...]

Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line (whitepaper)

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Archive | Speech Analytics

How does speech analytics perform trend analysis? Isn’t it just counting how often words are used?

The Advantages of Analytics-Enabled Quality Management

Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line (whitepaper)

Scouting Report: Speech Analytics Enters Its Next Act — Maturity

Enterprise Uses of Speech Analytics (whitepaper)

Using Interaction Analytics to Improve the Customer Journey (whitepaper)

Turn Speech Analytics into an Enterprise Change Agent

Speech Analytics Can Help Alter the Service Paradigm

Can Speech Analytics Deliver a Payback and Benefits?

Using Speech Analytics to Improve Your Contact Center

Analytics-Enabled QA: It’s Time!

Desktop Analytics Provides Visibility and Insights to Improve the Customer Experience (Whitepaper)

Speech and Text Analytics Enable the Delivery of Great Service (Whitepaper)

Speech Analytics Can Reduce the Risk of Fines

What is Speech Analytics?

Voice Is Changing, Not Disappearing

Speech Analytics Is an Enterprise Change Agent

Real-Time Speech Analytics Improves the Customer Experience (Whitepaper)

Speech Analytics Comes of Age

The Ideal Speech Analytics Solution

Ten Best Practices for Succeeding with Speech Analytics

For Speech Analytics, the Best Is Yet to Come

Avoiding the Pitfalls of Speech Analytics (Whitepaper)