DMG Consulting
JUNE 8, 2021
Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. It gives companies access into what customers are “talking” (or writing) about and, specifically, insights into their needs and wants.
DMG Consulting
JANUARY 24, 2023
Companies that want a complete view of why customers/prospects are reaching out to them should use both speech and text analytics to capture and analyze insights from all interactions. The post Interaction Analytics Helps Companies Hear their Customers appeared first on DMG Consulting.
DMG Consulting
JUNE 13, 2017
The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM). Other WFO applications that are part of feature-rich WFO suites include speech/text analytics, surveying/voice of the customer (VoC), performance management, desktop analytics (DA), gamification, eLearning and coaching.
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