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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