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 Revolutionizing Contact Center Quality Management With Speech Analytics
With traditional Quality Management, it’s hard to accurately measure customer service quality. First, costs typically mean you’re working with a small samp
Category: Quality, Management, Metrics / KPI, Speech Analytics, Coach/Monitor
 
Contact Info
Company Name: Genesys
 

Revolutionizing Contact Center Quality Management With Speech Analytics

With traditional Quality Management, it’s hard to accurately measure customer service quality. First, costs typically mean you’re working with a small sample and usually, the evaluation criteria are subjective.

In this paper you’ll see how for one company, traditional Quality Management showed an 84% average agent performance score for building trust, but adding Speech Analytics revealed the real score to be 29%.

Learn how Speech Analytics can help you get the real performance numbers you need by:

  • Automatically measuring all calls
  • Objectively defining agent skills
  • Reliably evaluating every conversation
 
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