In my conversation with two of Symon Communication's experts, Bob Brittan and VP of development Keith Roller, we talked about the Symon Enterprise Server for our February analytics article. I asked them to talk a little more about Symon's approach to metrics and KPIs; here's what they said:

I interviewed a couple of AIM Technology's experts for our February Analytics article. AIM's VP of marketing Carl Tsukahara and CTO David Middleton had some good insights on call center metrics and how the things we measure are changing. We also talked about key performance indicators (KPIs) and AIM's brand of multi-dimensional analysis.

I'd like to pose a couple questions to call center managers and anyone who has used speech analytics: What do you think? Are these tools worth it? I couldn't help thinking that software that listened for things that any decent team of agents could tell you (like a flurry of calls complaining about the better rates your competitor offers) was redundant. Has anyone out there had really good or really bad experiences with speech analytics? Let me know.

While I was researching analytics for the February issue, I got some urgent messages from vendors of speech analytics products, eager to be included in the article, which was about a different kind of analytics.

We're working on our annual Analytics and Business Intelligence Tools coverage for the February issue now. Here are some of our preliminary questions. We welcome all comments, answers, and opinions from vendors, managers, agents, and anyone else who might have some insight to share.