Development of a call center customer satisfaction predictor based on speech features

For a call center company, the customer's perceived quality of a service is one of several determinants of performance. Services that are perceived as good will yield a high level of customer satisfaction (CSAT) and will promote customer's loyalty to the company. However, dissatisfaction a...

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Bibliographic Details

Main Author:	Sait, Alvi Jonathan C.
Other Authors:	Castillo, Cris Jade D.
Format:	Thesis
Language:	English
Published:	2010
Subjects:	Consumer satisfaction > Data processing. Speech perception. Call centers > Quality control. Artificial intelligence. Affective computing. Emotion recognition system.