Advertising Age Article Abstract
Customer-Service Calls Turn Marketing-Research Device
How Speech-Analytics Tools Are Helping Brands Improve Performance
NEW YORK (AdAge.com) -- How many times have you called a customer-service number, heard that cold, automated voice intone, "This call may be recorded for quality assurance" and thought to yourself: "Yeah, right." Any marketer with half a brain is monitoring customer service calls and learning from them, but some companies are taking things a step further and are monitoring calls for more than the purpose of improving your experience. ...