Management decisions in call centers are getting more difficult than ever due to the Covid-19 pandemic. However, the impact the lockdown and remote working policies have had are varied depending on the types of organization and even sectors within them. But, how do we deal with it as an industry? Between March 11th, when the […]
Speech analytics is at the top of many call centers’ agendas and for a good reason. However, to go with that agenda, there often comes a lot of questions. One of the primary worries is how to implement speech analytics, for which we have an article here. Furthermore, you will likely have more questions, such […]
Speech analytics is a topic that we like to cover here at Call Criteria. That is because it is a massive factor in how we help your call centers do their job effectively. However, while we talk about how they work and why there is one question that doesn’t get asked enough until it is […]
In this article, we are going to go through the most common call center QA terminologies that are used. Some of them you will be familiar with, others maybe not so much. However, I will separate them all into headings so that you can skip to the section you would like to know a little […]
During the last three-plus years, here at Call Criteria, we have been running a unique speech analytics software. One of the most common questions that we receive is how much the software can increase QA accuracy. In this article, we will run through our results and show you how much difference certain things like Syntax […]
Machine learning, artificial intelligence, and deep learning are different things. Sometimes people naively use machine learning and artificial intelligence interchangeably. Here, you can learn more about these things. The differences are very powerful here. These three things give computers different capabilities with different applications. Let’s start with artificial intelligence. What Is Artificial Intelligence? Artificial intelligence […]
The way that we get data from voice analytics is changing, and it has been for some time. Everyone knows that we are in an era where AI is changing the world. However, the question remains; are humans still required for voice analytics? What about predictive models? Has the use of AI taken over in […]
We are all in unprecedented times, and that has caused the economy to resort to unusual measures. With everyone needing to work from home, there are pros and cons. Of course, the most significant advantage is that we have all reduced our outgoings on business expenditure. However, the most substantial downside is that we have […]
Speech or voice analytics have been growing in popularity and use for many years. Possibly the first encounter that you will have had with speech analytics was the Microsoft program, Encarta. Encarta was an encyclopedia program developed and put into production in 1993. However, the use of voice recognition in this program did not outlast […]
How do you feel about your current employee turnover rate? If you often find yourself dealing with it, then it might be time to start evaluating your current practices. Fortunately, there are a variety of ways that this issue can be resolved. The following information includes techniques that you can begin implementing today to lower […]