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Article

Title: Your Call is Important to Us

Author: Staff Article Type: Product Analysis
Source: The Economist, v386 n8570 pTQ14(1) Publication Date: Mar 8, 2008
  ISSN: 0013-0613
URL of Publication: http://www.economist.com

Because companies that operate call centers are faced with rising costs, demanding customers, and increased competition, they are increasingly turning to new software that monitors and enhances the performance. One form of technological trickery is to analyze the context around a call by taking into account a caller's location or other relevant factors that route the call to an agent that is particularly well-suited to help. Examining the call itself is a second step that call centers are taking in the form of 'word spotting' software that allows managers to watch agents more closely by honing in on particular words and phrases that signal a caller's satisfaction or dissatisfaction, as the case may be. Word-spotting systems can also provide insights into what callers think about advertising campaigns, products, or publicity stunts. A third way call centers are improving performance is through 'neurolinguistic' software that tries to provide agents with insights into a caller's psychology. On-screen tips range from conflict-resolution tricks to sales pitches that may work for the personality of the caller. It is expected that sales of caller-profiling systems will increase 70 percent over last year's.

Products:
Call Centers Customer Behavior Analysis
Sales Force Automation

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