Using Speech Analytics to Assess All Call Recordings
In many companies, the agent quality monitoring process has remained the same for years: Managers typically select a small, random set of call recordings and complete an assessment from as they listen to them. This provides only a limited snapshot of agent performance, one that can easily be skewed depending on the calls selected.
In this ebook, you'll learn:
- the customer service implications from limited call sampling
- the effect better analytics has on agent performance
- the ways to implement better call analytics
Read the ebook now.