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 t... To continue reading this story Click Here