An introduction to using speech analytics in the call center

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An introduction to using speech analytics in the call center

An introduction to using speech analytics in the call center

Lori Bocklund is President of Strategic Contact, an independent consulting firm focused on helping companies optimize the strategic value of their customer contact technology and operations, and is a frequent contributor to SearchCRM.com's Ask the Expert column.

Bocklund gives a basic introduction and primer on using speech analytics in the call center in this podcast. She discusses what to look for when considering speech analytics, which departments should have a say in the purchasing and how to calculate ROI and justify the investment of the technology.

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This was first produced in March 2010

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