October 13, 2011
IVR: New Ebook Reveals Speech Analytics Secrets
Contact center analytics guru Carmit DiAndrea has revealed many myths and secrets in a new ebook titled “Speech Analytics Secrets: Joining the Quality Assurance Revolution (News - Alert) without the Risk.”
The ebook discusses how overpromising and underdelivering of Speech Analytics Software is placing the business intelligence captured from customer interactions at risk.
DiAndrea teaches Quantitative Methods at the collegiate level and is also the vice president of Analytics and Client Services of Customer Relationships Metrics.
Headquartered in Sterling, Virginia, Customer Relationship Metrics is a provider of managed call center analytics services. The company notes that over the coming years Speech Analytics Software may become a large impact business intelligence solution for the contact center industry.
Customer Relationship Metrics also notes a report according to which about 80 percent of all customer interactions take place via the contact center. If organizations investigate the data contained in captured voice files they can have almost limitless potential to improve both top line performance and bottom line profitability.
However, companies should increase the skill and knowledge of those investigating the investment of these solutions. Also, there is not one best solution for all and thus a basis of understanding is required to decide what is right.
Customer Relationship Metrics emphasizes that it is set to help those organizations that are searching for a Speech Analytics solution and find the right solution for them.
"The strategic importance of contact centers has elevated tremendously in just a few short years," said Dr. Jodie Monger, CEO of Customer Relationship Metrics. "The business intelligence lost or captured in the contact center is only possible through the skills and capabilities of the individuals responsible for detecting, analyzing the data and interpreting its strategic and tactical importance to the organization. Supporting the education of the contact center industry has always been one of our core commitments and it always will be."
Anuradha Shukla is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.
Edited by Juliana Kenny