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.
In this podcast, Bocklund describes what some of the best, and worst, practices are for using speech analytics in the contact center. She gives advice on who should be involved in determining requirements and evaluating speech analytics technology, and what kind of expertise organizations need to have or bring in to evaluate the best ROI on the technology.
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