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Speech analytics is an evolving tool that has use cases not yet thought of.

As we are evolving how we use the tool, we want to tell the Geek! community as a whole to possibly spur some thoughts on the best way to use analytics in your organization and to also increase the ROI for an analytics investment.

In this episode we talk about 10 unique ways that we see analytics being used:

1. Proactive Customer Service
2. Incenting Associates to be Nice
3. Generating Marketing Data
4. Finding out WHY?
5. Notating Frustration
6. Learning What the Real SLA Variance Should Be
7. Tracking Silence
8. Fraud Protection
9. Tracking Key Words and Competitors
10. Expanding Service to Other Channels

Blog Post Link:
https://expiviausa.com/10-unique-use-cases-for-speech-analytics/

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 Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com. 

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Watch us: Advice from a Call Center Geek Youtube Channel