Useful reading, clearly sourced.

These links are external references selected by CallBlick. They are not articles written by our team, and inclusion does not imply a partnership or endorsement.

Deepgram

A guide to speech recognition accuracy

Background on word error rate and why a single accuracy number needs context.

CallMiner

Quality assurance in contact centres

An external overview of QA workflows and common review practices.

Sprinklr

Conversation analytics explained

A broader industry explanation of conversation analytics concepts.