speech analytics

speech analytics - Speech Analytics is Not a Luxury Anymore...

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Unformatted text preview: Speech Analytics is Not a Luxury Anymore Why the best contact centers will be making speech analytics an important part of their operational excellence Richard Feinberg, Ph.D. Center for Customer Driven Quality Purdue University To download webinar go to http://callminer.com/Complimentary_Speech_Analytics_Webcast_Research_Report It important to understand the customer It is the path to customer satisfaction It is clearly one determinant of success It is the point of all business Caller Satisfaction Related to brand image Related to company image Related to repurchase loyalty wallet share net promotion Retain customer for maximizing lifetime value Its the customer stupid ASAtalktime..schedule adherence yada yada yada Contact centers do not help in customer acquisition, customer loyalty, increasing wallet share and achieving full lifetime value by measuring ASA They do it by maximizing caller satisfactionby understanding the customer and sharing that intelligence Listening to the Customer...
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speech analytics - Speech Analytics is Not a Luxury Anymore...

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