Speech Analytics Secrets Unveiled to Expose Business Intelligence Reality

STERLING, Va., Oct. 11, 2011 /PRNewswire/ -- In addition to teaching Quantitative Methods at the collegiate level, Carmit DiAndrea, Vice President of Analytics and Client Services of  Customer Relationships Metrics, LC (CRM) released her latest ebook titled:  Speech Analytics Secrets:  Joining the Quality Assurance Revolution without the Risk.  

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This ebook adds to the complimentary library on the What is Speech Analytics? resource page on the CRM website. The resource includes the Speech Analytics Training Series created by CRM as part of its Industry Development Program.  With its origins in academia, CRM is committed to helping contact centers make better data-driven decisions.

Speech Analytics Software has the potential to be large impact business intelligence solution for the contact center industry.  A recent report stated that as much as 80% of all customer interactions take place via the contact center, most of these via the voice channel.  Investigating the data contained in captured voice files has almost limitless potential for organizations to improve top line performance and bottom line profitability.  

But all is lost unless the skill and knowledge of those investigating the investment of these solutions are increased.  People must be able to move past the marketing and selling messages of vendors to determine matches with business need and requirements.  It has been proven that when our knowledge is low on any topic, it is difficult to determine the right or wrong.  Since there is not one best solution for all, a basis of understanding is needed to decide what is right.  CRM's intent is to help those seeking a Speech Analytics solution find the right solution for them.  

"The strategic importance of contact centers has elevated tremendously in just a few short years," says Dr. Jodie Monger, CEO of Customer Relationship Metrics. "The business intelligence lost or captured in the contact center is only possible through the skills and capabilities of the individuals responsible for detecting, analyzing the data and interpreting its strategic and tactical importance to the organization.  Supporting the education of the contact center industry has always been one of our core commitments and it always will be."  

It is easy to blame software vendors for overpromising and under delivering on their solutions, but buyers have a responsibility in the process as well.  Even the most ethical vendor must rely on the purchaser to bring certain knowledge to the review and selection process.  We all know that when we are better informed we make better and less risky decisions. If knowledge is not increased about speech analytics, a lot (more) failed implementations will occur.  

About Customer Relationship Metrics, L.C.

Customer Relationship Metrics, L.C., headquartered in Sterling, Virginia, is a provider of managed call center analytics services.  Customer Relationship Metrics' call center business intelligence solutions focused on delivering full turnkey Customer Experience Analytics, Speech Analytics and Operational Analytics programs.  Customer Relationship Metrics uses SaaS (Software as a Service) data collection and reporting tools combined with subject matter expertise to significantly lower the in-house total cost of ownership and skilled personnel gap for call center analytics solutions.  Founded in 1993, its CEO, Dr. Jodie Monger, invented post-call surveying with the award-winning External Quality Monitoring Program (EQM™) and was the founding Associate Director of Purdue University's Center for Customer-Driven Quality.  Visit their award-winning blog: http://www.metrics.net/blog.

For more information, visit http://www.metrics.net.

SOURCE Customer Relationship Metrics, L.C.