When some people hear the term "speech analytics" they think of a futuristic type of technology where speech patterns and voice tone are captured and analyzed. While at the far end of the spectrum these are possibilities, there are many more applications of speech analytics in today's call center that make it a useful, practical technology to support the quality monitoring process as well as "voice of the customer" communications throughout the enterprise. In this podcast, we'll talk about ways to use speech analytics to make quality monitoring and coaching more targeted and useful, as well as ways to identify important customer trends in a simple, practical way by viewing calls you may otherwise have overlooked in the quality process. You'll learn about ways to "walk before you run" in terms of practical rollouts of this emerging technology.
Featuring Tim Kraskey, Vice President of Marketing and Business Development for Calabrio, Tim has responsibility for product strategy, roadmap and marketing. Tim has been instrumental in defining the Calabrio speech analytics offer, which allows customers to apply the technology easily to achieve clear business benefits.