10 Speech Analytics Use Cases for the Contact Centre and Beyond

CX Today's Charlie Mitchell hosts Andrew White, CEO, Contexta360

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Published: February 23, 2022

Charlie Mitchell

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CX Today’s Charlie Mitchell hosts Andrew White, CEO, Contexta360.

In this session we introduce the following speech analytics trends:

1) Automating quality scorecards
2) Measuring customer sentiment (and employee sentiment)
3) Monitoring agent well-being in real-time
4) Automating ticket tagging and After Call Work
5) Analysing the success of automated channels
6) Enhancing the performance of virtual agents
7) Pinpointing customer journey pain points
8) Bolstering customer feedback initiatives
9) Predicting customer behaviour
10) Democratizing information

If you’re looking for more information on this topic visit Contexta360.

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