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.
Speech Technology Has a Place in Ed Tech and English Language Learning
Technology advances in speech recognition, pronunciation error detection, and speech scoring can make a huge difference in how students learn the English language.
Solutions that are the Critical Lifeline of Insight Especially in Time of Rapid Change
Transforming Customer Interactions with Conversational Insight
The Factors That Are Driving Contact Center Leaders to Use Speech Analytics
Customer experience improvements, finding upsell and cross-sell opportunities, and ensuring regulatory compliance are the top reasons for speech analytics deployments. (Featured on SmartCustomerService.com
High-Value Verbiage Aids NLP in Predicting Consumer Behavior
What do the Marine Corps and Disney have in common? Marketers for both may have found their holy grail in an AI-powered NLP tool that predicts consumer behavior based on informal online chatter.
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?
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.
The Key to Business Growth: Using AI to Break Barriers in Sales Conversations
Businesses let hundreds of millions of dollars slip through their fingertips because they fail to recognize opportunities embedded in conversational nuance. But AI can help.
Protecting User Data: How Close is the US to its Own GDPR?
GDPR has already had wide-ranging consequences for companies collecting data, and now some are calling for federal regulations in the U.S. Voice-data isn't exempt from the regulations, and vendors need to be ready.
Enhancing Voice Search with Sentiment Analysis
Sentiment analysis has the potential to revolution voice search, but as of now, search providers are not taking advantage of all it has to offer. Find out how using sentiment analysis can lead to more accurate search results and happier customers.
Voice: The Most Accurate Way to Detect Human Emotion
Voice can expose even the best poker face. When we turn our complete attention to voice, it turns out that we can more accurately predict other people's emotions simply by listening.
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.
Conversational Service Automation: The $350 Billion Industry That Will Surprise Everyone with Its Next Move
People are increasingly looking to customer service to solve complex problems quickly, on a multitude of platforms -- and the brands that can find a way to do all of those things will build long-term affinity with their clients. Here's how companies can achieve success by keeping customers around with proactive customer service.
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.
How Artificial Intelligence is Transforming Human Resource Departments
The human resources (HR) function has seen many transformations over the years but the increasing use of artificial intelligence in the workplace presents challenges and opportunities to the profession.
Call Tracking Analytics: The Unsung Hero in Your Agency’s Marketing Arsenal
Find out why agencies need to make call tracking analytics throughout the customer journey a priority.