Eric Bolo
List of John Benjamins publications for which Eric Bolo plays a role.
Article
2023 Quietly angry, loudly happy: Self-reported customer satisfaction vs. automatically detected emotion in contact center calls Vocal Interactivity in-and-between Humans, Animals and Robots, Chetouani, Mohamed, Elodie F. Briefer, Angela Dassow, Ricard Marxer, Roger K. Moore, Nicolas Obin and Dan Stowell (eds.), pp. 168–192 | Article
Phone calls are an essential communication channel in today’s contact centers, but they are more difficult to analyze than written or form-based interactions. To that end, companies have traditionally used surveys to gather feedback and gauge customer satisfaction. In this work, we study the… read more