Posts Tagged ‘contact centres’

Social Media Measurement Now Includes Speech Analytics

Thursday, July 7th, 2011

Social Media offers a wealth of market research which businesses ignore at their peril. Straight from your customers via Twitter, Facebook and other social media sites comes the truth about your products, service, reputation and competitors. Not their thoughts from last week or yesterday but their thoughts from minutes or even seconds ago. And data analytics tools are quick to monitor, capture and analyse such interactions. Speech analytics has lagged behind such data tools…until now. (more…)