Speech analytics technology quiz

As more call centers become familiar with speech analytics, the technology is still developing and maturing. The uses for speech analytics continue to expand and new functionality is enabling the use of speech analytics beyond the walls of the call center at some forward-thinking organizations. Find out how much you know about speech analytics technology with this quiz.

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Quiz: Speech analytics

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As more call centers become familiar with speech analytics, the technology is still developing and maturing. The uses for speech analytics continue to expand and new functionality is enabling the use of speech analytics beyond the walls of the call center at some forward-thinking organizations. Find out how much you know about speech analytics technology with this quiz.



1. True or false? Call center managers can use speech analytics to identify the root cause of calls.  Required Question
2. True or false? Sales organizations can use speech analytics to identify ways to increase sales conversion rates.  Required Question
3. True or False? Speech analytics applications can help marketing organizations identify competitive challenges and opportunities.  Required Question

4. There are four common ways in which organizations are using speech analytics today. Which of the following -- according to experts -- is not one of the four ways speech analytics is most often used?  Required Question

5. According to some experts, speech analytics can help make the call center more profitable. Which of the following is not a way that speech analytics can generate profit for the call center?  Required Question

6. When organizations are purchasing speech analytics tools, they need to consider which department should have ownership, according to some experts. Which of the following departments might “own” speech analytics?  Required Question

7. True or False? Speech analytics will provide the most value for companies when used on its own, rather than when it is paired with other, more operational, customer analytics, according to experts.  Required Question

8. Speech analytics can search unstructured audio data (e.g., customers' conversations with call center agents) to find metadata to analyze and detect customers' stress levels. The technology is being used to find all but one of the following. Which one?  Required Question

9. According to some experts, organizations may see a return on investment for speech analytics applications in as little as ______ months.  Required Question

10. What is the biggest barrier to increased adoption of speech analytics applications, according to experts?  Required Question
 

 

This was first published in May 2008

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