Speech Analytics

Definition:

Speech analytics involves the analysis of recorded calls to extract valuable insights regarding customer interactions and sentiments

Key Elements:

Data Extraction: Converts spoken words into text for analysis.

Sentiment Analysis: Identifies customer emotions and trends through vocal characteristics.

Performance Improvement: Provides actionable insights for training and coaching agents.

Why Speech Analytics Matters:

This technology helps businesses understand customer needs and improve service quality by enabling data-driven decision-making.

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