Once the voice recordings have been recorded and transcribed, a wealth of information
opens up to the analyst.
Fig. 10.3.2 depicts the world that has opened up.
Fig. 10.3.2 Wealth of information in electronic text.The first step in unlocking the information found in the call center conversations is
mapping the transcriptions. Mapping is the process of defining to textual disambiguation
how to interpret the conversations. Typical mapping activities include the following:
Editing of stop wordsChapter 10.3: Analytics From Nonrepetitive Data