Current US economic conditions are continually forcing enterprises to cut costs and increase productivity. The call center, in particular, is often asked to reduce operating expenses as a result. In the past, reducing headcounts or level of service might have been an option, but fortunately, a powerful new application has emerged which can demonstrate a way to reduce cost AND improve service.
To call center management, the power and capabilities inherent in speech analytics have been intriguing since before it was a reality. Having the ability to quickly find a call using simple keyword search would certainly be an advantage to any organization. Taking speech to the next level, where an organization can leverage speech analytics for quality automation, is where call center professionals really start to see an application for the technology.
After all, speech analytics does the listening for you.