Your Voice Analytics Strategy: Can it Answer the All-Important “Now What?” Test
When creating your Voice Analytics strategy, make sure your solution can answer the all-important “now what?” text. Let’s put this test to work against the most typical Voice Analytics solutions in EFM/VoC. Here are a few common, yet less useful Voice Analytics scenarios: “I know the top ten keywords used by my customers in phone [...]
All Text Analytics Systems are NOT the Same
Claiming that all Text Analytics solutions are the same is like saying all forms of transportation are the same. They’re not. Research your Text Analytics options. Ask your vendor, even Mindshare, all of these important questions. You’ll be happy you did. Does the vendor’s text analytics platform categorize comments with similar-themed keywords and phrases [...]