Speech Analytics: Best Practices for Analytics-Enabled Quality Assurance
By Donna Fluss
Speech analytics is a very a compelling and powerful tool. These solutions capture, structure, analyze, categorize and use customer conversations to improve service quality, minimize risk, and reduce operating expenses. These are three of the top goals for virtually all contact centers around the world.
Speech analytics has caught on in the market because senior executives and contact center leaders understand that it gives their organization information and insights that were impossible to obtain in the past. It’s a unique application. The challenge is that it’s still relatively new, and the related expertise and best practices have not yet found their way to the broader contact center community. This white paper provides best practices, steps and tricks for succeeding with these solutions. Specifically, it explains how to use speech analytics to enhance your quality assurance (QA) process.