The top words and phrases customers use to express their dissatisfaction
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!
Managing customer expectations is important, exceeding them is critical.
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. 






