Trend watch columns:Call center

Call center

Trend: Speech analytics

Because speech analytics is new and relatively unknown both within the call center and across the enterprise, it can be perceived as a risky investment. But early adopters have found that speech analytics has a rapid three- to 12-month payback, high net present value (NPV) and high internal rate of return (IRR), according to Donna Fluss. In her latest column, read more about the benefits of speech analytics and how to build a business case for speech analytics technology.

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  • The executive's guide to contact center technology planning

    04 Jun 2009

    Column -  According to some experts, there are six contact center technology trends that will have significant implications for your business in the coming years. In this article, find out about those trends and newer call center software options like Web 2.0,...

  • Speech analytics converts call centers to profit centers

    31 May 2007

    Column -  When used properly, speech analytics applications empower enterprises to enhance customer loyalty and improve the corporate bottom line by delivering the products and services that their customers want -- when they want them, where they want them and in...

  • The ROI of speech analytics for the call center

    05 May 2008

    Column -  Because speech analytics is new and relatively unknown both within the call center and across the enterprise, it can be perceived as a risky investment. But early adopters have found that speech analytics has a rapid three- to 12-month payback, high net...