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By:
Dave Webb
On:
28 Feb 2013
For:
Computing Canada
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RADIO ITWC Heather Callaghan explains how the city of Toronto's 311 program uses voice analytics for a more efficient and effective call centre. Plus, how a simple code change saved hundreds of thousands of dollars
In this audio interview, Heather Callaghan, manager of information and business development with the city of Toronto's 311 program, explains how voice analytics helps the city deliver a more effective and efficient call centre experience.
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Dave Webb is a journalist of 20 years experience in newspapers and magazines. He has followed technology exclusively since 1998 and was the winner of the Andersen Consulting Award for Excell...
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