Call Center Analytics Upgrade

In the US, customer relationship management solutions firm eLoyalty has launched a new version of its Behavioral Analytics software to offer insights into customer attitudes to their experience of call centers.

The system applies a patent pending approach which analyzes callers' voice tempo, key words, grammar and syntax in order to identify their attitudes and personality preferences. The firm says that this allows clients to more accurately predict those customers who are 'at risk' of defection, understand patterns of dissatisfaction with products and processes, and better manage their customer service staff performance.

In addition, the updated software enhances the analysis of 'non-interaction time' - when customer calls are on hold or silent - to help clients understand what their customer services employees do during these periods.

Headquartered in the US, with additional operations in Germany and the UK, eLoyalty offers a range of customer service solutions including call center integration, ERM and eCRM, CTI and help desk, field service and logistics solutions.

Web site: www.eloyalty.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.