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Voice Analytics Blog
If your company has a contact center, it’s likely that standard KPIs like agent performance and call times are metrics being tracked.
Why use a BI tool? Because big data is everywhere. Whether they realize it or not, every department including, sales, marketing and customer support is collecting data on a daily basis.
Speech Analytics tools can be used to evaluate all of the calls going in and out of a call center for important customer experience (CX) insights.
Neural networks and machine learning, now widely referred to as deep learning, are defined as a machine’s ability to pick up on patterns and learn from experience to perform tasks, much like the human brain.
Call center analytics provide executives as well as contact center management a way to gain access to transformational insights to improve customer service, sales, and minimize risk.