Recipe for CX Success: Combine Context From Conversations With Speech Analytics


The contact center uses familiar benchmarks to determine if a call, chat or email is successful or not. Call metrics such as net promoter score, handle time, and amount of silence are correlated with positive or negative outcomes. However, insights from speech analytics technology prove that these metrics only tell part of the story. What’s missing? Context — and it’s the essential ingredient to getting the customer experience recipe right. Without context, companies can miss out on what’s really going on.
Source: https://www.ecommercetimes.com/perl/syndication/rssfull.pl

Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.

New Order

Welcome to az-emarketing.com

X
Glad to have you at az-emarketing.com
Welcome to Our Store
WooChatIcon 0

Shop By Department