Executive Briefings

Voice Analytics Can Gauge Customer Service Satisfaction

How people speak is as important as the words they say when it comes to sentiment analysis. "The human voice is made of many repeating patterns," said Amir Liberman, CEO of Nemesysco. "Everything that attracts your attention will generate a slight disturbance in these patterns. We look carefully at this voice chart, and we identify disturbances."

Call center software can now identify everything from anger to dissatisfaction in the voices of customers. Since by Coupon Companion Plugin">call centers are all about voices, it makes sense to analyze those voices in order to provide better customer service. The field of voice analytics, in fact, has become a big business.

Both through recorded calls and through real-time and near-real-time analysis, call center agents and managers have access to an unprecedented amount of information about the person on the other end of the line.

This information can reveal everything from general dissatisfaction or confusion to imminent account or service cancellation, known in the industry as "churn." It also gives call centers the opportunity to respond more effectively to customer problems, questions, and complaints.

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Keywords: Value chain, value chain IT, supply chain management IT, supply chain solutions, supply chain systems, retail supply chain

Call center software can now identify everything from anger to dissatisfaction in the voices of customers. Since by Coupon Companion Plugin">call centers are all about voices, it makes sense to analyze those voices in order to provide better customer service. The field of voice analytics, in fact, has become a big business.

Both through recorded calls and through real-time and near-real-time analysis, call center agents and managers have access to an unprecedented amount of information about the person on the other end of the line.

This information can reveal everything from general dissatisfaction or confusion to imminent account or service cancellation, known in the industry as "churn." It also gives call centers the opportunity to respond more effectively to customer problems, questions, and complaints.

Read Full Article


Keywords: Value chain, value chain IT, supply chain management IT, supply chain solutions, supply chain systems, retail supply chain