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SPEECH & TEXT ANALYTICS: Know the voice of your customer
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Based on the study “Experience is Everything” published by the PWC consulting, only 38% of consumers state that the front-line representatives of companies, understand their needs, so evaluating C-Sat is important to measure strengths and areas of opportunity but it’s still not enough. Speech & text Analytics assertively measures the quality of service, analyzes a sample of 30, 50 and up to 100% of non-human interactions and allows us to know the customers voice and identify, among other things: - What are the causes of the interaction and the origin that generates them. - Whether or not they are satisfied with the services and/or the product. - Reasons why they prefer us over the competition.
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