Speech analytics is not new; it has been around as long as the contact center. From the first customer service manager that wondered whether it was better to say, “What can I do for you today?” versus “How may I help you?” customer service has been shaped by a relentless pursuit of the perfect formula for positive customer interaction. The Advent of Speech Analytics In the early days, a customer service manager might spend time huddled over a recording of agents assisting customers, trying … [Read more...]