So far, when I talk to other users of Speech Analytics software it seems that there are two camps:
- Those that use it for enforcement of their various correctional policies, i.e. did agent X cold transfer a caller after being educated about not doing so?
- Voice of the customer analysis – Why are they calling? How can I improve their experience?
Which camp do you belong to? Or, are there other camps? Do you feel you are getting a good ROI on your product?