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How to Build a Speech Analytics Program

September 27, 2019

You’ve been hearing for years about what speech analytics can do for your contact center.  There’s so many options – it’s hard to determine what’s real and what’s not.

Watch this workshop with our expert Customer Service Directors as the take you through the critical components you need to consider.

  • Goals: How to define and prioritize
  • Data Collection: What information do you need, what do you have, what are you missing
  • Staff: How do you get the right departments involved and who needs to be included
  • Reporting: Who gets reports, what format are reports in, reactions to new information

After 60 minutes you will leave with an outline of steps required for a successful program.

Download the slides here. 

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