Speech and emotion recognition models are critical for the accurate detection and analysis of customer/agent sentiment, a need in many contact centers
Resolving difficult customer interactions can be a challenging task. Detecting such interactions and learning from them can improve agent performance.
What is it, why does it matter and what’s the status quo?
When you own the complete relationship with the customer
Biases in humans and data can lead to unexpected outcomes
How to Avoid Bias in CS Performance Reviews
Customer Effort Score is a better predictor of loyalty than CSAT
Why the shift from voice to text is recommended
First Contact Resolution may not be the ultimate litmus test for excellent customer experience
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