Every day we participate in a multitude of conversations with different people: at home, iraq whatsapp data at work, on the street, in shops, etc. And although we do so naturally and almost automatically thanks to acquired experience, all of them involve complex processes in which we use language and reason in unique and very personal ways.
For all these reasons, in the context of a Call Center and a Contact Center, conversations are essential to obtaining results . The final success of the service and also of the company depends on their proper development.
The concept of Conversational Intelligence becomes somewhat more complex here and begins to refer to the ability to extract useful information from the conversations that agents have with customers and to use this information to improve their experience. Mainly, because both Call Centers and Contact Centers need to know how these communications are developed in order to identify both the successes that are achieved and the errors that are committed.
Valuable information for companies can be related to the tone of voice of agents and customers, the choice of words, the use of non-verbal signals, etc. Data that until recently was not easy to collect, but which with the technological development of recent years has gained enormous importance, as we will see now.
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