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