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Katalyst Speech Analytics delivers insight for a Credit Card Bank
22/12/2009 10:48:54
Katalyst have just completed a SA discovery project for a major credit card bank in the UK.
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CALL CENTRE MANAGERS
- TIP OF THE DAY
Part of our problem in getting recognition within our organizations is because we call ourselves call centers and we have customer service representatives or telephone service representatives. In fact we are information specialists and we run Information or Satisfaction centers. Our agents do more than answer phones they satisfy and illuminate and educate and what we call them does not reflect this. Words have meaning….titles have meaning…and we are trapping ourselves by what we call ourselves. |
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