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.

Pay No Attention to the Algorithm Behind the Curtain featuring Dennis Wakabayashi

Pay No Attention to the Algorithm Behind the Curtain featuring Dennis Wakabayashi

In the 1939 film, The Wizard of Oz, Dorothy’s dog, Toto, pulls back a curtain to reveal the Wizard to be just an ordinary man, operating machinery that projects a gigantic, ghostly, and intimidating image of his face. The Wizard had built his reputation using technology that no one in the merry old land of Oz understood. Today, there’s a technology impacting Customer Experience that few understand – algorithms. My guest this week is Dennis Wakabayashi and he is on a mission to help people understand how marketing fits into modern CX and how technology is changing the landscape. This week on Next in Queue, we discuss: • The 3 Algorithms that shape CX • The fundamental change in Social Media marketing professionals need to be aware of • The surprising name that might become the next MySpace • How ChatGPT will change CX in unexpected ways • Where Revenue “Leaks” Occur in the Customer Journey • The CX Leadership Alignment Strategy that Works Connect with Dennis on LinkedIn – https://www.linkedin.com/in/denniswakabayashi/ Follow Dennis on Twitter – @CXCreator Visit the website – https://denniswakabayashi.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

Fight the Bias in QA featuring Ines van Dijk

Fight the Bias in QA featuring Ines van Dijk

In 1990, Public Enemy released “Fight the Power” from their third album, one of the most popular and influential songs in hip hop history: People, people we are the same No we're not the same 'Cause we don't know the game What we need is awareness, we can't get careless You say what is this? My beloved let’s get down to business Mental self-defensive fitness Don't rush the show You gotta go for what you know Make everybody see, in order to fight the powers that be The song is, among other things, a call to recognize and mitigate the bias that guides our decisions and attitudes. 30+ years later, our recognition of our own bias is still suspect and can impact basic functions of support and service organizations like Quality Assurance. My guest this week is Ines van Dijk and she is on a mission to build better quality programs and Fight the Bias along the way. This week on Next in Queue, we discuss: • The Strategic Purpose of QA (Quality Assurance) • 3 Common Types of Bias in QA • How AI can both Mitigate and Amplify Bias • Strategies for Mitigating Bias • The First Step to Building a QA Process Connect with Ines on LinkedIn – https://www.linkedin.com/in/inesvdijk/ https://qualityinsupport.com/reducing-bias-in-reviews/ 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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