What Is Speech Analytics

question 57

Multiple Choice

What is speech analytics?

• A) The analysis of text flowing across the Internet, including unstructured text from blogs and messages
• B) The analysis of recorded calls to gather information-brings structure to customer interactions and exposes information buried in customer contact center interactions with an enterprise
• C) The analysis of unstructured data to find trends and patterns in words and sentences
• D) The analysis of unstructured data associated with websites to identify consumer behavior and website navigation

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Definitions:

Grapevine

An informal communication channel within an organization, where information is spread through personal contacts and conversations rather than through official means.

Power And Influence

The capacity or ability of a person or group to direct or affect the behavior of others or the course of events.

Pent-up Emotions

Refers to feelings that have been repressed or not expressed for a long period, which could potentially lead to psychological stress or emotional outbursts.

Intellectual Stimulation

The degree to which leadership encourages followers to think critically, creatively, and to challenge the status quo.