Paying Lip Service?

Literature has mainly analyzed the technical attributes of voice for enterprise applications, such as signature and speech recognition. This paper aims at identifying that reflect sentiment affect (positively or negatively) customer satisfaction levels in interactions. The used method triangulation utilizes multiple data sources to gain comprehensive understanding domain, including auditory observations, focus group interviews, survey, a review recent academic studies. findings indicate experience are influenced by relative values pitch between CSR (customer service representative) customer. major conclusion study suggests fundamental pitch, rate, amplitude, other communication parameters might deploy hidden power interaction's results. opens new venue research on social interaction adjustment from CSR's perspective customer's standpoint.