An online version of a magazine for personal computer users has a feature on speech analytics. This is a software program that can detect if a customer is angry, thereby alerting a manager to address the escalating situation. The feature notes that thirty five per cent of companies with call centers staffed by fifty or more people use this program. The account mentions the major suppliers in this field. It cautions that the programs are expensive. Several links are embedded.
Read more: Speech Analytics: How to Improve Customer Service and Boost Sales – PCMag India
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