Speech Analytics Revealed: Myths, Facts and Whodunit?

“The use of viable speech analytics tools can turn what was a necessary overhead into a strategic goldmine.” – Jim Davies
 
Be the first to hear Jim Davies, Gartner Research Director within its CRM Practice,demystify the magic in Speech Analytics and answer your burning questions on:

• What are the drivers for embarking on a Speech Analytics initiative?
• Is the technology mature and ready for mass adoption today?
• What are the selection criteria to be considered?
• Which technological approach is best suited to your needs?
• How does Speech Analytics really work?
• How does it transform the traditional Contact Center and Voice of the Customer applications?
• What is the financial impact realized by the early adopters?
• What are the key success factors in maximizing these benefits?

“The ability to uncover a previously untapped customer voice that can help drive retention and satisfaction combined with their ability to help optimize operational performance means that speech analytics should no longer be viewed as a luxury item but an important component of an optimally run contact center.”– Jim Davies

Presenters:

Jim  Davies
Research Director
Gartner