Welcome Guest | Sign In
ECTNews.com
E-Commerce Times TechNewsWorld CRM Buyer LinuxInsider
Discussions

CRM Buyer Talkback

 
ECT News Community   »   CRM Buyer Talkback   »   Re: Voice of the Customer: Analyzing What People Say and How They Say It



See Full Story

Call center software can now identify everything from anger to dissatisfaction in the voices of customers. Since call centers are all about voices, it makes sense to analyze those voices in order to provide better customer service. The field of voice analytics, in fact, has become a big business. Both through recorded calls and through real-time and near-real-time analysis, call center agents and managers have access to an unprecedented amount of information about the person on the other end of the line.


Re: Voice of the Customer: Analyzing What People Say and How They Say It
Posted by: Treepodia 2013-01-13 13:43:06 In reply to: Vivian Wagner
I'm wondering how deeply customized can this be? Different contexts yield different intonation and thus can perhaps lead to erroneous interpretations, no? How is this countered?
Jump to:
Facebook Twitter LinkedIn Google+ RSS
What do you think of politically inspired Internet memes?
They tend to be brutally honest about their targets.
They're usually cheap shots based on lies.
They're often stupid but amusing.
They can have a dangerous influence on uninformed people.
They don't impress me one way or the other.