In the Blue Cross Blue Shield Case Study, Speech Analytics

question 57

Multiple Choice

In the Blue Cross Blue Shield case study, speech analytics were used to identify "confusion" calls by customers. What was true about these calls?

• A) They took less time than others as frustrated customers hung up.
• B) They led customers to rely more on self-serve options.
• C) They were not documented by customer service reps for speech analytics.
• D) They were difficult to identify using standard phrases like "I don't get it."

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