How Speech Analytics Can Improve the Contact Center Experience
ViewPoint
JUNE 10, 2014
'If you’ve ever called a customer service department for help, you’ve probably heard the message: “Your call may be recorded for quality assurance.” Perhaps you’ve wondered, what happens to those call recordings? Blue Cross of Northeastern Pennsylvania wanted to learn why its customers were calling. Sure, agents can note in their records that customers were calling about a benefit, claim, or other issue, but according to customer service director Bob McDonald, those
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