This call is being recorded . . . for more than you think (01 Jan 2004)

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This call is being recorded . . . for more than you think (01 Jan 2004)
Because conversations can be analyzed as easily as a spreadsheet, they represent a potential gold mine of information about why customers buy (or why not), which competitors are stealing customers, and which agents defuse irritated callers. The system identifies the most valuable customer interactions, says Chris Files, quality development facilitator at FedEx Custom Critical, which is about to employ word spotting. One of the search terms she plans to use is "wow." "Why not?" she asks. "We want to track the customer experience."

Article URL: http://www.fastcompany.com/magazine/78/explained.html

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