How to Build Call Scoring Evaluation Forms

VIEW Jan 1, 0001
ICMI - We are all familiar with Newton's third law: For every action, there is an equal and opposite reaction. While the breakdown and application of this law is more commonly found in a physics discussion, it can certainly be diluted into the layman's term "cause and effect" and applied to the customer service world.

Speech Technology: Mining the Information Gold Rush

VIEW Jan 1, 0001
ICMI - Knowing there is gold in the hills is one thing, but extracting it is another. In the early stages of the 1800s gold rush miners used shovels, pick axes and brute strength. As mining evolved, miners implemented the use of water to simply wash away the earth. Water made extracting the gold a much simpler and less back-breaking process. Similarly, analyzing voice interactions is not a new process, but cloud-powered Speech Analytics has made the process easier and more efficient.