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Call Centers > Industry Voices

Call centers are some of the heaviest users of speech technologies like analytics and IVR. Companies offering speech solutions that help manage call flows and reduce agent time are positioned to help call centers improve CX. See below for the latest call center news, trends, and solutions.

Industry Voices

Voice Technology is Essential to Digital Transformation

Advances in speech technology are ensuring that voice continues to have a role in customer interactions.

4 Ways Speech Analytics Can Build the Contact Center of the Future Right Now

To stay ahead in this challenging market, contact centers are turning to speech analytics technology to analyze customer interactions and ensure compliance at every step of the customer journey. (Featured on DestinationCRM.com.)

Speech Technology and Voice Data Enable True Competitive Advantage

Speech technology could enable a true competitive advantage for businesses across sectors, but data shows that while business leaders would like to take advantage of the technology, many barriers still exist.

Solutions that are the Critical Lifeline of Insight Especially in Time of Rapid Change

Harnessing the Power of our Next Generation Voice Solutions

Transforming Customer Interactions with Conversational Insight

Customer Support Predictions for 2020

Staying ahead of key trends can be key in helping companies create a personalized customer experience. Here are five key trends that will shape customer support in 2020.

Wrap it Up: How Speech Technology Helps Contact Centers Crush Holiday Challenges

The holiday season isn't always "the most wonderful time of the year" for contact centers. Fortunately, speech-enabled technologies are playing a vital role in helping customer support organizations thrive over the holidays,

Speech Analytics Reveals Companies Aren’t F%!king Listening

As customer sentiment becomes increasingly angrier, businesses must consider the underlying issues before it's too late. So, what are the common triggers for the frustration, and how do we resolve them? 

How Millennials and Generation Z Are Helping to Drive Voice-Based Solutions for Urgent Customer Support

The fact is, many consumers, and in particular younger ones such as Millennials and Generation Z, prefer voice communications when interacting with organizations for urgent support.

Are You Listening to Me? Why VoC is Crucial to Business Success

Today's consumers don't just want personalization, they expect it. And the call center is no exception. As organizations attempt to meet these expectations, gaining an understanding of the Voice of the Customer is imperative.

Five Must-have Speech Recognition Capabilities For the Modern Contact Center

The latest advances in speech-to-text technology enable analytics software to deliver the most accurate and complete customer insights. To do so, robust ASR solutions must be able to do five things.

Video: Enabling Transparency in VUI Design

Grand Studio Lead Designer Diana Deibel discusses multiple approaches to making VUI design transparent--the Google vs. Alexa, system-initiated vs. user-initiated--in this clip from her presentation at SpeechTEK 2019.

Video: Demo: Gridspace Grace Autonomous Call Center Agent

Gridspace Co-Founder and Co-Head of Engineering Anthony Scodary demonstrates Grace, Gridspace's new automonous call center agent, in this clip from his keynote at SpeechTEK 2019.

Using AI to Boost Agent Performance and Customer Experience

AI allows companies to retrieve 100% of the audio from contact center calls without compromising quality and accuracy. With this knowledge, companies can improve CX, reduce effort and increase brand loyalty.

Video: How to Interpret the Transaction in Every Conversation

Gridspace Co-Founder and Co-Head of Engineering Anthony Scodary discusses the transactional nature of speech and how that understanding impacts effective, AI-driven call center analytics in this clip from his keynote at SpeechTEK 2019.

Why Speech is Emerging as the Preferred Interface for Self-Service

Advances in conversational AI are removing those barriers to adoption. That, coupled with changing consumer behavior, is causing speech to become the preferred interface for self-service applications.

The Science of Conversation: Competitive Advantages Through the Call Center

Customer interactions in the call center are far more than just verbal exchanges—they are a delicate negotiation between two parties to achieve a common goal. They hinge on the ability of the call center agent (who becomes the face of an organization for those few moments) to apply proven methods to solve problems quickly, efficiently, providing ongoing value to the customer doing business with your company.

Why Consumers Prefer People For Customer Service Queries

Do customers consider chatbots a better solution to common issues they may face online? A survey suggests that human-facing customer service is still the best way to satisfy your customers.

How Millennials' Expectations Are Changing Contact Centers (Video)

Allyson Boudousquie, VP of Market & Product Strategy at Convergys (which has since been acquired by Concentrix), discusses the impact of millennials on contact center technology and practice in this clip from SpeechTEK 2018.