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.

We Don't Take No for an Answer featuring Jim Tincher

We Don't Take No for an Answer featuring Jim Tincher

In 1995’s Tommy Boy, Tommy Callahan used a story (rather unsuccessfully) to paint a customer experience, in this case, a B2B2C (Business to Business to Consumer) customer experience. His effort left more than a little to be desired. While stories can be an effective way to present the Customer Experience, Jim Tincher learned long ago that stories aren’t enough. After cutting his teeth in CX at Best Buy, he fell in love with B2B CX and eventually wrote a book on the subject titled Do B2B Better: Drive Growth Through Game-Changing Customer Experience. I asked him to join Next in Queue to talk about B2B CX and I didn’t take no for an answer! We discuss: • The differences between B2C, B2B, and B2B2C • The most critical customer emotions to measure • How AI will be incorporated differently in B2B CX • What separates “CX Changemakers” from “CX Hopefuls” • The potential future of customer surveys • One piece of advice regarding presenting to executives Connect with Jim on LinkedIn – https://www.linkedin.com/in/jimtincher/ Books by Jim Tincher – https://www.amazon.com/stores/author/B07SNVH1DD?ingress=0&visitId=09a00189-8c45-4425-8a29-8f575cc5548d&store_ref=ap_rdr&ref_=ap_rdr Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/ #b2b #customerexperience #survey #ai

Aussies' Secret Goodbye Phrase

Aussies' Secret Goodbye Phrase

Aussie diversity, Riding (and boxing) Kangaroos, and saying goodbye - Luke Jamieson gives some insights into actual Australians! #aussie #australia #secrets #goodbye

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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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