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speech analytics
Speech analytics adoption set to soar in 2012 - report
24/11/2011 - 00:12
The use of speech analytics in UK contact centres is expected to almost double over the next year, new research predicts.
Is the British public condemned to a lifetime of bad customer service?
31/10/2011 - 00:27
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1 comment
Helen Murray says it's high time that firms put a mantra often preached by business leaders actually into practice.
Seven steps to a single view of the customer voice
19/05/2011 - 00:06
No hub can provide a single view of the customer voice across all channels but Gartner's Jim Davies explains how to get the next best thing.
Does the social media contact centre hold the future for analytics?
14/02/2011 - 01:20
Donna Fluss explains the significance of the concept of analytics convergence.
Investment in speech analytics set to double
18/06/2010 - 01:48
Expenditure on speech analytics in call centres is set to double over the next five years - but will it become a 'must-have' technology?
7 reasons speech analytics will shake up customer service and marketing
10/08/2009 - 05:01
CRM expert Donna Fluss shares her thoughts on enterprises’ emerging appetite for speech analytics.
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