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Inside the Quality-First Contact Center

The Benefits of Callzilla's Speech Analytics Software and How It Works

Speech analytics gives businesses the ability analyze customer interactions and improve their overall customer experience. Using a combination of advanced speech recognition and natural language processing technologies, it it transcribes and analyzes customer calls, providing businesses with valuable insights into customer sentiment, behavior, and preferences.

Topics: Nearshore Call Center Call Center Metrics Data Entry Outsourcing Call Center Insights Contact Center Outsourcing Call center outsourcing Speech Analytics

Natural Language Processing: What It Is and How It Works

Did you know that Natural Language Processing (NLP) is a feature of computer science and AI? It's all about getting computers to understand human languages, which can be pretty complex and tricky. NLP breaks down language into parts like words, phrases, and sentences, and analyzes how they all fit together. It also takes into account things like the context and cultural factors that can influence how people speak.

Topics: Nearshore Call Center Call Center Metrics Data Entry Outsourcing Call Center Insights Contact Center Outsourcing Call center outsourcing Speech Analytics

How Do We Make (Contact Center) Big Data Sexy?

Contact center Big data was the topic of this week's #ICMIchat. I had the pleasure of hosing this chat, which got a little heated and showcased a few differing opinions among participants. Our goal was to make this topic interesting and sexy. Video clips below.

Topics: Data Entry Outsourcing