Sign up to get full access to all our latest content, research, and network for everything customer contact.

Quantifying the Customer Experience: Speech Analytic Pilot Project

Add bookmark

Michelle Craft, Vice President of Marketing for CallMiner, gives a speech at March 2010's Customer Experience Summit about how to best utilize Speech Analytics to improve your business practices. Craft mentions acronym naming and manipulating words to put ideas into a customer's head, such as 'Verizon' 'which sounds a bit like 'horizon.' Craft also talks about quality monitoring and evaluating your employees effectively, as well as new automated systems that allow business leaders to manage t...

RECOMMENDED