In the May issue of "Customer Service Newsletter,"
Schmidt notes that "speech analytics doesn't eliminate the need to listen to those calls. It will bring us the calls where those key terms are used, but we still have to listen to parts of those calls, depending on what we are listening for, if only to verify that we have the right context."
The system also has a "Tell Me Why" functionality, says Schmidt, "so if you have a spike in call volume over a three-day period, for instance, you can go in, set your filters to that time period, and then have the system tell you why it happened. Basically it will look at all the calls within the criteria that you set and identify the key terms that came up in those calls."
Details on how Pitney Bowes is using speech analytics and how it is encouraging customers to use online resources appear in the May issue of "Customer Service Newsletter."
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For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes "Customer Service Newsletter" and "The Customer Communicator."