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Gaining Insight over a Global Network
Speech analytics helps EarthLink better manage outsourced operations
By: Eric Barkin
SpeechTechnology
Jul. 28, 2009
http://nexidia.com/files/resource_files/C1BDAF6C-2219-12DC-12803A2426D54889/EarthLink%20SpeechTech%20Article.pdf
In the Internet service provider (ISP) business, almost 100 percent of all customer service needs are routed through contact center operations, which can be resource-intensive for a company as large as EarthLink...
