How to Build a Speech Analytics Program

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

Join this workshop with two of CallMiner’s expert Customer Success Directors, Misty Mastracco and Lauretta Campestre, as they take you through the critical components you need to consider.

Wednesday, February 12, 2020 at 11:00 a.m. ET / 4:00 p.m. GMT

What you'll learn in this discussion:

  • 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


    In less than an hour you’ll leave with an outline of steps required for a successful program.

Why Speech Analytics?

Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?

The first step toward competing successfully in this Age of the Customer is capturing the voice of the customer. Many organizations are sitting on a gold mine of customer intelligence which they have already captured – their contact center call recordings.

The design of many recording platforms pre-dated the rise of AI-fueled speech analytics, which automatically transcribes and analyzes your call recordings.

Learn more about call capturing, including:

  • Speech Recognition Accuracy

  • Mono vs Stereo & Access to Your Voice Recordings

  • Identify actionable insights from calls in real-time


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