TITLE

How Customer Perceived Latency Measures Success In Voice Self-Service

AUTHOR(S)
Fried, Jeff; Edmondson, Rob
PUB. DATE
March 2006
SOURCE
Business Communications Review;Mar2006, Vol. 36 Issue 3, p26
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article focuses on the importance of customer perceived latency (CPL) to companies. The use of CPL serves as a tool in creating and maintaining voice self-service applications and captures the most important behavior of voice self-service applications. The measurement of the CPL is done through the use of surveying the network customer user through which the products and services are then measured. Business enterprise that use CPL can benefit from it by enhancing the performance of the business and avoid existing problems of the customers.
ACCESSION #
20017251

 

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