Revolutionizing Contact Center Quality Management With Speech Analytics

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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