Quality assurance within a call/contact center is easily monitored and measured simply by recording customer calls (which most call/contact centers do already) and mining the audio files for keywords and phrases using a speech analytics solution. This affordable technology will quickly scan all recordings, either in real-time or in batches, for any combination of keywords/phrases that are relevant, as deemed by the company, and then categorize every recording, making playback easy and fast.
The technology provides actionable trending analysis and business insights to help companies improve the quality of their interactions with their customers, thereby improving the customer experience.
More detail is available in this article we recently published with Business2Community.
Four Steps to Achieving Quality Assurance in Your Contact Center
Read more at http://www.business2community.com/customer-experience/four-steps-achieving-quality-assurance-contact-center-0610899#hLebVZ1U7vIvTJ0j.99
If you’d like to learn more about improving quality assurance, script compliance, and capturing business insights using affordable, cloud-based speech analytics solutions, call us today and we’ll schedule a demo with one of our CallFinder Specialist’s, who will walk you through how speech anlaytics works, and how easy it is to implement into your business, call center, or contact center.