Speech Analytics Identify Contact Center Employees for Training to Boost Customer Experience
By Janine Stephan
Posted in Customer Engagement
One of the biggest challenges of today's contact centers is making sure customers have a good experience--frequently, that comes down to the interaction they have with your agents.
Not surprisingly, if there is a language barrier or heavy accent that many callers have trouble understanding, it can produce customer satisfaction problems. Allianz needed a way to address that issue--and turned to Verint.
Read the Speech Technology magazine article for more.
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