Quantifying the Customer Experience: Speech Analytic Pilot Project
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 these factors more successfully.
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