Wednesday, 28 April 2010 16:37

Re:Tooling — Speech Analytics: Seeking What's Inside

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CRM.com, By Christopher Musico - April 2010

 

Paul Stockford asks a lot of questions.

In his role as the research director of the National Association of Call Centers, Stockford surveys the association’s membership about changes in the industry and advances in technologies and processes. When it comes to improving efficiency and increasing return on investment (ROI), Stockford notes, agent performance is always atop the list, but a new player is

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