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 published in March 2010