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:

Deindividuation

A psychological state characterized by a loss of self-awareness and diminished sense of personal responsibility, often occurring in group settings.

Deindividuation

Deindividuation is a psychological state where an individual loses their self-awareness and sense of individuality, often leading to disinhibited behavior.

Submerged

This term relates to something being beneath the surface of water or another liquid; it can also metaphorically refer to something being hidden or not visible at the surface level.

Groupthink

A psychological phenomenon that occurs within a group of people, where the desire for harmony or conformity results in an irrational or dysfunctional decision-making outcome.