We have already looked at the Top 25 positive words and phrases so we thought with speech analytics and emotion detection being in the spotlight, we would look at the key words and phrases that customers use to express their dissatisfaction.
This might help with agent training…. (more…)
There has been a lot of hype recently about emotion detection. Many people have been unsure of how well it works, or if it even exists!
We asked our panel of experts for their opinion. (more…)
Managing customer expectations is important, exceeding them is critical.
Many customers only experience a brand when they interact with a contact centre agent. Jaime Scott provides six steps about how to do this. (more…)
Our regular technology column is dedicated to investigating what you should think about when buying a particular piece of technology. This month, we’ve asked three key vendors – QPC, Verint Systems and Witness Systems – for their advice on speech analytics. (more…)
