With limited customer service resources, companies are challenged to deliver access to service in an expedient, fair and cost-effective manner. Since customers hate to wait, how can a company balance available resources and service–to effectively meet and/or exceed customer expectations? Queue…
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Tuesday, September 29, 2009
Wednesday, July 30, 2008
Voice Biometrics–Peril or Promise?
Enterprises are starting to deploy advanced speech technologies that can identify when a customer is angry, confused or even lying. By listening to call center feeds, these applications are often able to troubleshoot a given situation or route the call to a live agent with a specialization in…
Continue reading "Voice Biometrics–Peril or Promise?"