Using Speech Analytics to Analyse Customer Effort and Predict NPS

9th September 2021

The harder customers work to get something done, the less satisfied and loyal they will be.

We’ve all had frustrating product or service experiences. I’ve had problems with my Internet speed for a while now, and last week I decided to take action. As there was no troubleshooting information on my ISP’s website, I took to web chat, but got canned, irrelevant responses from an automated attendant. I ended up calling customer service.

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