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.

Play now:
Download for later:

An introduction to using speech analytics in the call center

  • Internet Explorer: Right Click > Save Target As
  • Firefox: Right Click > Save Link As


This was first published in March 2010

There are Comments. Add yours.

TIP: Want to include a code block in your comment? Use <pre> or <code> tags around the desired text. Ex: <code>insert code</code>

REGISTER or login:

Forgot Password?
By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy
Sort by: OldestNewest

Forgot Password?

No problem! Submit your e-mail address below. We'll send you an email containing your password.

Your password has been sent to: