Articles with 'speech analytics'

April 23, 2026

March 15, 2018 Last Updated: December 16, 2023
Justin

Australian owned and operated global provider of call analytics software, Delacon launches a speech analytics platform for contact centres.

December 4, 2014 Last Updated: December 16, 2023
Justin

If you are in the market for a speech analytics solution then make sure these three speech analytics features are part of your platform.

How to manage angry customers

May 3, 2018 Last Updated: June 21, 2021

If you work in a call centre or customer service these expert tips will help you to manage angry customers and get the conversation back on track.
Understanding Erlang C for call centres

September 21, 2018 Last Updated: August 8, 2023

A great podcast to fast-track your learning of the Erlang C formula that is used to calculate workload and service levels in a call centre. Fundamental to all call centres!

Getting past gatekeepers when cold calling

August 6, 2020 Last Updated: December 16, 2023
Setting KPIs for Call Centre Team Leaders

October 7, 2021 Last Updated: May 25, 2025
The 5 traits of emerging leaders

January 30, 2015 Last Updated: July 15, 2020