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Sponsored by Nuance

Harnessing the Power of Speech Analytics in the Contact Center        

The conversations between your customers and agents contain invaluable insights—if you have the right tools to easily interpret and act on this dialogue. Unfortunately, most organizations waste time manually mining only a subset of customer interaction data, or worse yet, do nothing with it at all.

Speech analytics is an incredibly powerful tool for contact center leaders. It easily delivers real-time visibility into the full customer journey and agent responses, which are essential for driving higher customer satisfaction and business success.         

Download "Harnessing the Power of Speech Analytics: 6 Ways Speech Analytics Improves Contact Center Efficiency and Performance" to see how you can:

  • Improve key contact center metrics and operational efficiency
  • Reduce churn and drive customer loyalty
  • Better manage risk and compliance requirements

Speech analytics is your key to transforming customer data into better business outcomes. See how with this guide. 


Sponsored by Verint

The speech analytics solution you choose and its underlying technology are important. Make sure the solution you select is set to fully transcribe 100 percent of your calls. This allows you to surface unknown trends and themes hidden in your data without sampling bias, and helps answer questions you didn’t even know to ask.  Download this paper to learn more!


Sponsored by Forty 7 Ronin

When it comes to improving your IVR performance, nothing works better for measuring results than cold, hard data. After all, how do you know if your system is working well if you don’t have a way to track its day-to-day operations? Here are some tips to help you get started.  Continue reading to learn more!