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Measuring Empathy With Speech Analytics
You don’t have to be an industry expert to know that call centers are all about the customer experience. It’s what drives value to the company, determines performance, and leaves a lasting impression on your customers.
Therefore, it’s no surprise that quality assurance managers are under constant pressure to deliver positive results. And to do that, they must ensure that agents are equipped with the most valuable skill a customer service representative can have: empathic communication.
But what is empathic communication? How does it impact the customer experience? What can speech analytics do to measure and improve empathy? This eBook will answer those questions and walk you through all you need to know about.
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