Integrating Speech Analytics into Your Organization's DNA

Posted: 01/16/2011

Jeff Gallino, Founder and CTO of CallMiner, gives a keynote presentation for British Gas at the International Contact Cener and Expo in Miami. Jeff talks about scale, YouTube, call verification, operationalizing, and measuring reliablity. Other key points of his speech include how the web is helping the call center industry and not hindering it. He also discusses training details that Britsh Gas call center representatives receive. Jeff ends his speech with the quote, "Speech analytics isn't something else to do, it is the thing you use to measure what you want to do and to do it more effectively."

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