Speech Analytics Is Heavily Used in the Customer Service Department

question 69

True/False

Speech analytics is heavily used in the customer service department to help improve processes by identifying angry customers and routing them to the appropriate customer service representative.

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Definitions:

Population

The entire group of individuals or items that share one or more characteristics, from which samples may be drawn for statistical analysis.

Sample Value

A single observation or measurement taken from a larger set of data, known as a sample.

Significant Difference

A statistical assessment that shows that the observed results in a study were unlikely to have occurred by chance.

Standard Error

The standard deviation of the sampling distribution of a statistic, typically used to measure the accuracy of sample mean estimates.