Contact Center Professionals: Feedback on Speech Analytics Optimization

What We're Researching

We're running a paid study on a new way to test and optimize topics in customer service software with speech analytics capabilities. Our goal is to streamline how teams manage phrase matching and intent detection. Your feedback will directly influence how these testing workflows are designed.

How It Works

You will participate in a remote video interview to walk us through your current speech analytics workflows. We will ask you to describe how you handle intent detection and topic optimization today. Then, you will review early concepts for a new testing interface and provide your honest reactions. Finally, we will discuss how these concepts compare to your existing tools.

Who This Is For

We are looking for contact center and customer service professionals with hands-on experience in speech analytics. You should be familiar with phrase matching, topic optimization, or intent detection tools. We welcome call center managers, customer experience analysts, and speech analytics specialists.

Responsibilities

• Walk us through how you currently manage topics and intent detection
• Describe your workflow for testing phrase matching in customer service software
• React to early concepts for a new speech analytics optimization tool
• Compare proposed testing methods with your current software solutions

Requirements

• Active professional in a contact center or customer service environment
• Hands-on experience with speech analytics software
• Familiarity with phrase matching or intent detection workflows
• Comfortable discussing technical aspects of topic optimization