Questioning if Speech Analytics are Right for Your Call Center?
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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?

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Ashley Burns

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.

Digital CX Transformation featuring Mark Levy

Digital CX Transformation featuring Mark Levy

Mark Levy got into technology in the late 90’s – the early days of the internet. In the years that followed, he’s worked with some of the largest brands in the world on their Digital and CX strategies. It’s no surprise, then, that he’s an evangelist of improving the Digital Customer Experience (DCX). We touch on: • What Digital Transformation means • First Steps for Digital Transformation • How to measure the success of your digital transformation efforts • The role and future of Conversational AI • How Digital Transformation impacts the Contact Center • Pitfalls to avoid for successful transformation efforts Connect with him on LinkedIn - https://www.linkedin.com/in/marklevy/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

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Sandy Murphy started her own offshore BPO in 2021 after years cutting her teeth in the industry. But she found her true purpose after Typhoon Rai (Odette) hit the Philippines in December of 2021 and impacted her team members. Her mission became to change the way customer engagement professionals are treated. We touch on: • How cloud-based systems have lowered the barrier to entry for starting a new BPO • How low overhead allows for higher agent pay • Hiring and promoting people who care • Leading with kindness • The impacts of leading through fear • The importance of having clients that align with your culture Connect with her on LinkedIn - https://www.linkedin.com/in/sandymurphy1/ CXstomer - https://cxstomer.com/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

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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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