Rod Jones

Using Speech Analytics to Drive CX Contact Centre Performance for Quality and Compliance

Speech Analytics is a low-cost yet greatly underutilised technology that can positively impact contact centres and provide fast ROI. Benefits range from massive cost savings to significantly enhanced agent performance, helping streamline processes and drive efficiencies. Gone are the days of random call sampling. Give way to 100% call monitoring and automated QA scorecards. With speech analytics, QAs rapidly become skilled insights analysts. They add massive value by focusing on outliers and providing management with extremely valuable and credible business intelligence.I hope that you enjoy reading my new book and that, in doing so, you learn how you can use speech analytics to dramatically improve the operational performance of your call centre or contact centre.  



Would like a personal demonstration of Callbi, the low-cost speech analytics solution that is in use by 100+ South African contact centres… and now going global with 30+ widely used international languages? Please, email me.