
Questioning if Speech Analytics are Right for Your Call Center?
Speech Analytics is a technology that transcribes and analyzes phone calls between customers and call center agents, but is it right for your call center?

Next in Queue
Next in Queue will introduce you to people in and around the Contact Center and CX industries who share their stories and expertise.

Baby If You’ve Ever Wondered featuring Sandy Yu
WKRP in Cincinnati was a sitcom that ran from 1978 to 1982. It was a show that really focused on the relationships between the main characters on the show, all employees of a struggling AM radio station in Cincinnati that switches its format to playing rock music to stay afloat. The theme song you just heard contains the lyrics, “Baby, if you’ve ever wondered, wondered what ever became of me.” In the world of B2B, I’m sure there are a lot of customers thinking the same thing about their vendors. Sandy Yu is an advocate for Customer-Led Growth, a strategy that focuses on driving additional revenue and customer loyalty by focusing on your current customers rather than on new customer acquisitions. Her Customer Growth Framework is designed to increase Net Revenue Retention, drive more referrals from customer advocates, and motivate teams to deliver value. By focusing on your customers, hopefully, they won’t be singing, “Just maybe think of me once in a while.” We discuss: • How Customer-Led Growth differs from other growth strategies • Why Customer-Led Growth focuses on value • How Customer-Led Growth generates additional revenue • Tactics for deepening customer relationships • Long-term impacts of deeper customer relationships • The most important radio station to customers (it’s not WKRP) • How automation fits into Customer-Led Growth • How Advisory Boards can drive customer relationships Connect with Sandy on LinkedIn – https://www.linkedin.com/in/sandysyu/ Revenue CCO – https://revenuecco.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

I Fought the Law featuring John Walter
Hit songs sometimes take a long path to recognition. Perhaps you recognize this song as a hit by The Clash. Their 1979 punk cover version reached #24 on the Irish Singles Chart and has since appeared in blockbuster movies and video games. But the song was written by Sonny Curtis in 1958. The following year, he took over guitar for Buddy Holly in the Crickets and they recorded the song. It received very little airplay. Then, in 1965, The Bobby Fuller Four recorded this version of the song and in 1966, it hit #9 on the US Billboard Hot 100. The law, it seems, can also sometimes take a long path to recognition. In 2008, the Illinois legislature passed a law known as Biometric Information Privacy Act (BIPA). It wasn’t until 2022 that a case involving BIPA ever went to trial. It resulted in $228 million in damages against railway operator BNSF. Since then, over 100 cases have been filed. White Castle, purveyor of late-night sliders and favorite of Harold and Kumar, could be on the hook for over $17 billion in damages! After 15 years on the books, what’s changed? Attorney, Outsourcing Advisor, and AI enthusiast, John Walter joins to discuss how the use of AI has turned BIPA into a surprise hit for litigators. We discuss: • How John became aware of BIPA • Background on BIPA • How the statute of limitations works for BIPA violations • Why Customer Support organizations should be aware of BIPA • How Voiceprints are regarded by BIPA • How companies may be opening themselves up to BIPA lawsuits • What to do if you’re concerned about the impact of BIPA on your business Connect with John on LinkedIn – https://www.linkedin.com/in/jowalter/ ZMAXINC – https://www.zmaxinc.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
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How Speech Analytics is Changing the Contact Center
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Transcript Analysis vs. Conversation Intelligence
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Why Virtual Y-Jacking is Better than Traditional Y-Jacking in NICE
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Domo arigato, Mr. Roboto
AI is answering phone calls for dinner reservations, but does its defining characteristic (being artificial) become a restriction when it comes to understanding a customer's request?

Are you still there?!
"Hold music" is a way to let one side of the conversation know that the call is still connected while they wait and an effective way for Agents to focus on the customer's issue. Proper hold technique is easy to master and contains only 3 elements.

Green Eggs and Ham
Not only did Dr. Seuss win a $50 bet that he could not write a book with only 50 words, he wrote one of the more enduring children’s books of all time – Green Eggs and Ham. This “simple” book is full of lessons that are worth revisiting.

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Speech Analytics is a technology that transcribes and analyzes phone calls between customers and call center agents, but is it right for your call center?
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