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Speech Analytics: The New Frontier of Call Center Performance Improvement

Call centers represent one of the greatest missed opportunities in the retail and service industries. Over and again, companies launch major call center initiatives in areas such as problem resolution and retention, cross-sell and customer acquisition, only to see disappointing results and inadequate explanations as to why. It is not for lack of trying. Realizing the need to improve the individual success of telephone representatives, call centers have adopted a suite of tactics that include training, coaching, incentives and various kinds of computer-based sales tools. High employee turnover in call centers only reinforces the need for these basic measures. Yet ...

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