3 Ways to Improve Your Call Center Monitoring Practices [Video]

Call center monitoring is one of the most effective ways call centers can improve their customer service; it gives managers the opportunity to watch (or rather listen) to their agents in action. By monitoring what agents say during interactions, managers can easily identify problems within their teams, maintain quality standards and compliance, improve the customer […]

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Yanny vs. Laurel: Speech Analytics AI Weighs In

The CallMiner team has been watching the Yanny-Laurel debate with great excitement. It is not every day that speech captures the world’s attention! After tirelessly polling our friends and family about what they hear, we decided: why ask your friends when you can ask a speech recognizer? Without further ado, here is what Eureka thinks: […]

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The Rules of the Contact Center Are Changing…Speech Analytics Can Help

Say goodbye to the traditional contact center. So long are the days when agents make and receive calls from the same room on the same equipment where managers and supervisors can easily monitor sales activity and ensure compliance and quality. Today’s contact centers have evolved from a place where you worked into a function that […]

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How Is Speech Analytics Changing Agent Behavior?

Traditional approaches to call center performance management are flawed in that they are labor intensive and produce inaccurate results, frustrating both agents and supervisors. But managing and improving agent behavior is paramount to managing and improving the customer experience, which in many cases is what separates one company for another, especially in something like the […]

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3 Ways to Improve Customer Experience with Speech Analytics

As companies continue to evolve their Customer Relationship Management (CRM) strategies to attract and maintain customers, the contact center has emerged as an important strategic asset. The agents staffing these centers have a direct impact on customer acquisition and satisfaction. In order to continue providing excellent service, more companies are turning to advanced analytics to […]

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Don’t Lose the Forest for the Trees: Turning Speech Analytics Data into Action

Speech analytics solutions, while invaluable to any enterprise looking to better manage risk and compliance or improve agent performance and contact center efficiency, can sometimes drown a contact center manager in reports. Speech analytics tracks every aspect of every customer interaction so a manager can pull data on every transaction every agent ever handled; search […]

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The Old Call Center QA Methodology Is Dead

“This call may be monitored for quality assurance purposes.” When I was young, I thought this meant that any prank calls would result in a callback and a stern warning. The truth is, if a company is still using QA methods from my childhood chances are that nobody will be listening.  This is starting to […]

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Speech Analytics 101: What is Speech Analytics?

My first interaction with speech recognition technology came in the form of the dictation feature in Microsoft Encarta – the multimedia encyclopedia that used to be standard fare on every PC manufactured in the late 90’s and early 00’s. Needless to say, it was pretty underwhelming. My dreams of dictating a random train of thought […]

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