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Often through the analytics process you are given a deeper level of understanding about your business. This leads to Business Optimisation and Processes to improve operational efficiency. You now know what processes are not working and where to invest your time and money;
Speech analytics is just one tool you should be using to keep an eye on red flags in terms of managing private information and contract terms. Not only does speech analytics help insure against potential liability, it also provides a system to help train, educate and improve agent performance in these challenging situations.
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Data and technology alone will not bring wins from data mining. It’s people that drive this technology, people analyse and people bring insights. Many organisations mistakenly believe that if they just plug-in speech analytics and have it analyse their calls, the software will instantly deliver insights about their business.
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How Emotion Detection in Speech Analytics works? Speech analytics is still very much a new technology, it is learning some new things and being integrated in interesting ways. Emotions in Speech Analytics so far has been somewhat problematic, however we can talk about three distinct methods currently used.
Speech Analytics relies on phonemes to break down audio into searchable bytles. Phonemes are like ‘units’ of sound that create meaning
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