"Consumers are increasingly opting to contact brands via written digital communications – email and social – rather than voice, which is leading to frustrations as the two sides fail to fully understand each other ..."
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consumer psychology
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Real-life consumer psychology – with a touch of technology
Curated by
Leona Ungerer
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"Gartner has predicted that by 2015, more than half of contact centres will have social media as a mainstream channel of communication with customers..." 
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Scoop.it!
"New techniques in computational voice analysis are promising to help machines identify the emotions behind a person’s voice..."
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http://www.vishwagujarat.com/entertaintment/shahid-kapoor-mira-rajput-is-a-normal-girl/