Call Center Software Featured Article

Customer Relationships Metrics' DiAndrea Publishes EBook on Speech Analytics

By David Sims
TMCnet Contributing Editor

A teacher of Quantitative Methods at the collegiate level, Carmit DiAndrea, Vice President of Analytics and Client Services of  Customer Relationships Metrics, has released her latest ebook titled:  Speech Analytics Secrets:  Joining the Quality Assurance Revolution (News - Alert) without the Risk.  

The book can be found on the What is Speech Analytics? resource page on the CRM website, where you can also get the Speech Analytics Training Series created by CRM as part of its Industry Development Program.

Speech Analytics Software, according to CRM officials, has “the potential to be large impact business intelligence for the contact center industry,” as they point to a recent report finding that while avenues such as email support and live chat are gaining in importance and do have their devotees, “as much as 80 percent of all customer interactions take place via the contact center, most of these via the voice channel.”  

This means if you’re serious about doing analytics you need to be investigating the data contained in captured voice files, which according to CRM officials, has “almost limitless potential for organizations to improve top line performance and bottom line profitability.”

In fact, you “must be able to move past the marketing and selling messages of vendors to determine matches with business need and requirements,” DiAndrea finds, adding that “it has been proven that when our knowledge is low on any topic, it is difficult to determine the right or wrong.” To that end, “CRM's intent is to help those seeking a Speech Analytics solution find the right solution for them.”  

Jodie Monger, CEO of Customer Relationship Metrics, noted that “the business intelligence lost or captured in the contact center is only possible through the skills and capabilities of the individuals responsible for detecting, analyzing the data and interpreting its strategic and tactical importance to the organization.”

Look, friends, as CRM officials say, it’s pretty easy to blame software vendors for overpromising and under delivering on their products, but you know, you don’t have to believe everything a vendor says at face value. You do have a responsibility in the process as well, and it does behoove you to be as educated as possible.