Conversation Intelligence: What Your Calls Say About Your Business, Not Your Agents
中文摘要
对话智能应通过分析通话内容来洞察业务问题，而不仅仅是评估客服人员的表现。
English Summary
Conversation intelligence should focus on uncovering business insights from calls rather than just monitoring agent performance.
Original Excerpt
Every vendor selling voice analytics will show you the same demo. A dashboard of sentiment scores, a heat map of agent performance, a… Continue reading on Medium »