Making a case for speech analytics to improve customer service quality: Vision, implementation, and evaluation.
Scott ScheidtQ. B. ChungPublished in: Int. J. Inf. Manag. (2019)
Keyphrases
- service quality
- customer satisfaction
- electronic commerce
- call center
- competitive environment
- customer requirements
- service providers
- online shopping
- data analysis
- customer service
- user satisfaction
- steady state
- quality of service
- speech recognition
- business intelligence
- cloud computing
- knowledge discovery
- information systems