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2012 marks the 10th anniversary of the introduction of speech analytics to the contact center industry. Although speech analytics has been slow to find acceptance and growth in the contact center, that is about to change. In this podcast Paul speaks with Jane Hendircks of Aspect (www.aspect.com) about recent Saddletree Research/National Association of Call Centers end-user research that shows speech analytics poised for growth in 2012. Jane discusses some of the practical aspects of speech analytics that are driving the demand for this highly effective customer intelligence solution. |
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