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Measuring Customer Satisfaction with Speech Analytics

This webinar is about measuring customer satisfaction, comparing different metrics and working out what will work best in the contact center!

 
Topics discussed include: 
  • Measuring customer satisfaction
  • Comparing different metrics
    • CSAT scores
    • NetPromoter Score
    • Customer Effort Score
    • Net Emotional Value
  • Which method works best
  • The right times to measure customer satisfaction
  • Pitfalls to avoid
  • Using customer satisfaction to drive change
  • Use of technology
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