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Speech analytics in call centers (CROSBI ID 638400)

Prilog sa skupa u zborniku | sažetak izlaganja sa skupa

Dropuljić, Branimir Speech analytics in call centers. 2016

Podaci o odgovornosti

Dropuljić, Branimir

engleski

Speech analytics in call centers

Some of the main advantages of using speech analytics in call centers are described in this presentation. According to experts, speech analytics is one of the fastest growing segments of the call center technology market. Companies can take action on unstructured audio data from customer interactions with the call center agents and gain rare insight about the customers. Various things like emotion and stress in a customer’s voice, the reason for the call, the satisfaction and engagement about the products mentioned and even the probability of churning can be estimated using speech analytics software. Generally speaking, companies can quickly identify a customer's needs and expectations, and work to meet them. Customer’s experience can thus increase and a company can consequently achieve significant financial benefits.

speech analytics; call centre; emotion recognition; stress analysis

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Podaci o prilogu

2016.

nije evidentirano

objavljeno

Podaci o matičnoj publikaciji

Podaci o skupu

DATA SCIENCE MONETIZATION 2016 ZAGREB CROATIA

predavanje

13.04.2016-14.04.2016

Zagreb, Hrvatska

Povezanost rada

Elektrotehnika, Računarstvo, Informacijske i komunikacijske znanosti

Poveznice