ITEXPO West 2008 Next-Gen Contact Center

Rich Tehrani : Communications and Technology Blog - Tehrani.com
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ITEXPO West 2008 Next-Gen Contact Center

Tim Passios of Interactive Intelligenve kicks things off in a session focused on next-generation contact centers. Topics of interest include SMS based contact centers, speech analytics with emotion detection and word/phrase spotting and post call surveys. Tim discussed how companies think they provide excellent service 85% of the time while customers think they get excellent service only 8% of the time. He spent time discussing how to cross this chasm.

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