What Is the Process of Analyzing Recorded Calls to Gather

question 383

Multiple Choice

What is the process of analyzing recorded calls to gather information; brings structure to customer interactions and exposes information buried in customer contact center interactions with an enterprise?

• A)social media analytics
• B)speech analytics
• C)text analytics
• D)web analytics

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Definitions:

Legalistic

Characterized by a strict adherence to laws, regulations, or formal procedures.

Multi-Step Grievance

A structured process that involves several stages for resolving disputes between employees and employers, typically initiated by filing a formal complaint.

Mandatory Arbitration

A requirement that disputes between employees and employers must be resolved through arbitration rather than through court litigation.

Traditional Union-Management

Traditional union-management relationships involve interactions between labor unions and employers negotiating terms of employment, working conditions, and addressing disputes through established mechanisms.