Wednesday, November 19, 2008


An article by Bob Kelly in the September/October issue of Contact Professional talks about Speech Analytics. This new technology enables telemarketing contact centers to record all interactions. The speech data is then run through speech analytics tools to look for particular patterns or repeated words (for example, “wished” or “broken” or competitors’ names) that customers are using throughout the calls. Kelly notes that, “Coupling speech analytics with call recording helps contact centers easily identify required fixes for product offerings or business process.”

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