the why factor IN SPEECH ANALYTICS

Bailor, Coreen
August 2006
CRM Magazine;Aug2006, Vol. 10 Issue 8, p32
Trade Publication
The article discusses the benefits of incorporating speech analytics, the process of analyzing recorded telephone calls to collect information, into a company's customer interactions. Speech analytics gives the enterprise an access to agent-customer conversations. Government agencies use the system to filter vast volumes of conversation to identify potential threats. Like other business intelligence tools, speech analytics can alleviate the risk of organizational planning. INSET: TALKIN' TECHNOLOGY: A VENDOR POCKET PRIMER.


Related Articles

  • The rise and fall and rise again of customer care. Bielski, Lauren // ABA Banking Journal;Aug2002, Vol. 94 Issue 8, p46 

    Focuses on customer relationship management (CRM). Outlook for the growth in customer service, as technological changes continue; Details on the CRM at Rainier Pacific Bank, which pledges 24-hour response to an e-mail and complete resolution the first time if possible, and plans to improve...

  • Staple Yourself to a CRF. Bleicher, Paul // Applied Clinical Trials;Jun2005, Vol. 14 Issue 6, p48 

    The article presents information on the customer relationship management (CRM) software. CRM systems automate virtually all of the processes that touch a customer-from marketing and competitive intelligence, to sales and customer contact, through service and help desk management. CRM systems can...

  • Where's your customer when you call at the appointed time? Gitomer, Jeffrey // Enterprise/Salt Lake City;8/1/2005, Vol. 35 Issue 5, p8 

    Comments on the advantages of a toll-free conference line to dealing with customers. Details of the function of the line; Benefits of recording the calls; Ways by which the conference line strategy is used.

  • Is This the Party to Whom I Am Speaking? Petrini, Catherine // Training & Development;Jul93, Vol. 47 Issue 7, p12 

    Offers advice on how to train employees to use a three-part greeting when answering the company telephone. Importance of the first few seconds of a call in creating a first impression of one's firm; Commonly used buffer statements; Provision of the company or department name to the caller;...

  • SOUNDS LIKE A WRONG NUMBER. SMITH, MARK // Aftermarket Business World;Oct2015, Vol. 124 Issue 2, p12 

    A personal narrative is presented which explores the author's experience of conducting phone conversations with various types of customers.

  • Telephone Skills Key to Gaining Customers.  // Broker Magazine;Dec2006, Vol. 8 Issue 11, p8 

    The article reports that Debra J. Schmidt, an expert on customer service, has warned that the way the office staff communicates over the telephone have an impact on weather a potential borrower chooses to do business with the company in the U.S. According to Schmidt that the way the telephone...

  • Troubleshoot Your Next Teleconference.  // Customers First;Apr2012, Vol. 17 Issue 4, p4 

    The article offers tips in rectifying the common telecommunication problems. Customer service representatives are suggested to ask their callers to use their handsets rather than speaker phone or go into a private room. They are advised to take part in conference call from a room with cloth...

  • 5 Small Business Phone Tips to Improve Customer Service. Baker, Kevin // Gifts & Decorative Accessories;Jan2010, Vol. 111 Issue 1, p43 

    The article presents tips on how to handle small business telephone calls to improve customer service. It states that it is important to record informational messages that address repetitive questions. Another tip is to give information and updates about high-demand items. Lastly, the author...

  • Audio messages assist residents in Stamford.  // American City & County;Jul2002, Vol. 117 Issue 11, p14 

    Reports on the development of DIAL Stamford, a system of recorded messages accessible from any touch-tone telephone, which provides residents with information about services in Stamford, Connecticut. Advantage of the system to its staff; Types of calls frequently received by the system; Effort...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics