Analytics-Driven_Quality_Management_eBook_Cover.pngUsing 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.