News Stay informed about the latest enterprise technology news and product updates.

An introduction to using speech analytics in the call center

Get an introduction to using speech analytics in the call center, including what to look for, a basic definition of the technology and who should "own" it, from SearchCRM.com contributor Lori Bocklund.

 
 


Lori Bocklund is President of Strategic Contact, an independent consulting firm focused on helping companies optimize the strategic value of their customer contact technology and operations, and is a frequent contributor to SearchCRM.com's Ask the Expert column.

Bocklund gives a basic introduction and primer on using speech analytics in the call center in this podcast. She discusses what to look for when considering speech analytics, which departments should have a say in the purchasing and how to calculate ROI and justify the investment of the technology.

Play now:
Download for later:

An introduction to using speech analytics in the call center

  • Internet Explorer: Right Click > Save Target As
  • Firefox: Right Click > Save Link As

 

Dig Deeper on Oracle CRM

Start the conversation

Send me notifications when other members comment.

Please create a username to comment.

-ADS BY GOOGLE

SearchContentManagement

SearchUnifiedCommunications

SearchDataManagement

SearchEnterpriseAI

SearchERP

Close