Speech and Text Analytics Enable the Delivery of Great Service
By Donna Fluss
Customers expect the companies they do business with to deliver a personalized and outstanding service experience in their channel of choice. Companies are listening to their customers by making investments in technology, practices, people and even their culture, to improve the customer journey. Delivering a great customer experience is no longer just the purview of the service organization; it is becoming the responsibility of every employee. This white paper identifies the top enterprise servicing goals for 2016 and looks at how speech and text analytics can be used to help companies achieve these goals.