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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...

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...
Say Goodbye to Agent Turnover, Not Your Agents

Say Goodbye to Agent Turnover, Not Your Agents

If you’ve ever managed a call center, chances are you’re familiar with the constant cycle of agent churn. You invest time and money into...
Contact Center Hiring & Retention: Using AI to Predict Better Job Candidates

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....
Speech Analytics in 2019 and Beyond: With Change Comes Opportunity

Speech Analytics in 2019 and Beyond: With Change Comes Opportunity

If you’ve been lucky enough to be in the audience when an engaging speaker hits the stage, you know that his or her first...
Reach New Speeds to Insight with a Speech Analytics

Reach New Speeds to Insight with a Speech Analytics Strategic Blueprint Workshop

“I don’t understand how my organization can use speech analytics.” This is a statement often heard from those who have speech analytics just as often...
Call-Center-Inside-View-Feature

Inside View: Thomson Reuters

There is no doubt that speech analytics delivers great value to contact centers looking to improve processes, performance and customer experience. Getting the most...
VoC: Pinpoint the Calls that Matter

VoC: Pinpoint the Calls That Matter Most

One of the key advantages of a voice of the customer (VoC) platform over a traditional quality monitoring (QM) program is the ability to...
Contact Center Pipeline Blog