In conversation with Frank Sherlock from CallMiner. We chatted a little around the non-voice aspects of a conversation, in this case, silence. Silence, the duration and its nature can in itself generate valuable contextual insight into a conversation. Insights to the customer and the performance of processes themselves. Across an entire call centre can provide invaluable insight, one that only analysing text or messages themselves cannot see.
Invaluable Silence: Listening to all aspects of a conversation, it can be valuable
- by RO-AR