Scott Bakken
Scott Bakken, Founder and President of MainTrax, is a highly respected independent voice in the speech analytics industry. His company provides professional services that help end users use their existing speech analytics tools to deliver actionable business intelligence. Bakken was named an Ernst & Young Entrepreneur of the Year finalist.
Speech Analytics and Modernizing Agent Performance Measurement with the Customer in Mind
Who decided that three was the optimum number of times an agent should say the name of a customer?” Speech analytics using machine learning and...
Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next
Chances are you have pivoted toward remote agents, and maybe not by choice: Most organizations were forced into work-from-home situations. You scrambled and had...
Use Agent Voice DNA to Improve Contact Center Hiring Results
Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to bad reviews, criticism on...
KISS Method: “Keep it Simple with Speech”
Speech analytics has gone from a trendy, cool technology to an essential software that reveals insights into customer-agent interactions. Speech solutions provide the tools...
Contact Center Hiring & Retention: Using AI to Predict Which Job Candidates Will Be...
Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year....
