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An introduction to using speech analytics in the call center

Get an introduction to using speech analytics in the call center, including what to look for, a basic definition of the technology and who should "own" it, from contributor Lori Bocklund.


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'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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An introduction to using speech analytics in the call center

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This was last published in March 2010

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