Seven things you need to know about speech analytics

Fluss is the founder and principal of DMG Consulting LLC, a firm specializing in customer-focused business strategy, operations and technology services. She has more than 23 years of experience consulting on building call centers and software products. Fluss is author of The Real-Time Contact Center as well as many industry reports.

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Seven things you need to know about speech analytics
June 2007

Total time: 11:37

Download the podcast here: Donna Fluss explains speech analytics in this call center podcast.

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Highlights of this podcast:
Fast forward to questions that interest you most.

1) :56: What are speech analytics applications?
2) 1:55: Why should companies invest in speech analytics?
3) 3:03: What results will companies see after a speech analytics implementation?
4) 5:03: Who are the noteworthy vendors in this market?
5) 7:02: What criteria should businesses use when evaluating speech analytics technology?
6) 7:52: How can call center managers build a business case for speech analytics applications and justify the cost?
7) 8:45: What are common pitfalls encountered during a speech analytics implementation? What are some real-world examples of where companies went wrong?

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