METHOD AND SYSTEM FOR ANALYZING CUSTOMER COMMUNICATIONS WITH A CONTACT CENTER

摘要

Method and system for analyzing customer communications with a contact center (200). The contact center (200) includes a monitoring system (204) which records customer communications and a customer experience analyzing unit (208) which reviews the customer communications. The customer experience analyzing unit (208) identifies at least one parameter of the customer communications and automatically determines whether the identified parameter of the customer communications indicates a negative or unsatisfactory experience. This customer experience analyzing unit (208) can perform a stress analysis on audio telephone calls to determine a stress parameter by processing the audio portions of the telephone calls. It can then be determined whether the customer experience of the caller was satisfactory or unsatisfactory.