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josephpaiva
Fellow speech analytic gurus in the collections world --   It's been a great run, but I'm transitioning from my current employer, CCS USA, where I took Speech Analytics from its inception to full integration.     I'm going to continue to work in the field, as a speech-to-text manager for a major online retailer using Callminer.   CCS will be… (Show more)
cwittschen
Hey Everyone!   Looking to get some opinions on implementing Callbacks as a feature for our customers. This is something we previously implemented, but we ended up rolling back since we had a hard time tracking weather or not the Customer answered the phone before connecting the Agent.   I've done some research about how this is implemented at… (Show more)
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kacasey
Do you use a particular vendor that is working well for your business? If so, which one? What internal support do you have (ie what is your infrastructure for email: PMs, Engineers) that are responsible for managing the product?
chulbert
Exciting opportunity to manage and enhance the use of a speech analytics solution for multiple call centers of a large and successful Business Process Outsourcing company based in New England. The Speech Analytics Analyst will collaborate with Operations to interpret and utilize data analytics/modeling and speech text analytics that will drive…
interactionmetrics
There are many modes of customer service (phone, in-person, email, etc.). But, when done well, chat is by far the best. It reduces customer effort, increases customer satisfaction and answers customers’ questions quickly. Plus, it’s less costly than the phone, is more immediate than email, and it amplifies conversion by showing up on your website… (Show more)
josephpaiva
Overview  Exciting opportunity to manage and enhance the use of a speech analytics solution for multiple call centers of a large and successful Business Process Outsourcing company based in New England. The Speech Analytics Analyst will collaborate with Operations to interpret and utilize data analytics/modeling and speech text analytics that will…
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cayala
Nothing is impossible; the word itself says “I’m possible!” —Audrey Hepburn
anthony4377
Job Summary: The Speech Analyst will be responsible for the performance of the overall speech analytics platform, CallMiner, with regards to; Availability, Performance, and Usage. Reliability and outstanding delivery are the cornerstones of expectations. This individual will work cross-functionally with various groups internally and externally.…
robertstanley
Call centers are used by many businesses to field incoming calls and make outbound calls. The agents tasked with call management are usually engulfed in an endless stream of conversation, documentation, and follow-up. The constant activity can leave agents feeling unsure about their performance, and if the structure is too chaotic, you may not be… (Show more)
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